The Ultimate Guide to Customer Experience
A curated American edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Customer Experience (CX).
What to know about Customer Experience
Customer Experience (CX) encompasses every interaction a customer has with a brand, shaping perceptions, loyalty, and business success. This tag explores the latest trends, technologies, and strategies companies are adopting to enhance the customer journey in a rapidly evolving digital landscape.
Readers will find insights into how businesses worldwide are leveraging AI, automation, real-time data, and omnichannel engagement to meet rising customer expectations. Stories highlight practical applications—from retail and financial services to telecommunications and public sectors—showcasing how CX innovations drive efficiency, personalization, and trust.
Dive into expert analyses, case studies, and reports that reveal common challenges like integrating legacy systems, managing data privacy, and overcoming regulatory hurdles. Learn why blending technology with human empathy is crucial and how emerging tools like chatbots and AI agents are reshaping service paradigms.
Whether you're a business leader looking to boost loyalty and revenue or a professional passionate about the evolving consumer landscape, this collection offers valuable perspectives on delivering meaningful, seamless, and engaging customer experiences today and in the future.
American Customer Experience News
Regional stories with direct local relevance
Older consumers most loyal to working AI customer service
Consumers aged 60 and over are most likely to stick with AI support if it solves problems, highlighting performance as the key loyalty driver.
Logile sets Scottsdale conference on connected stores
Retailers attending Logile Connect 2026 will hear how linking labour, inventory and fresh operations could improve availability and margins.
Riskified & Marqeta boost fraud checks for issuers
The tie-up could help card issuers approve more genuine online purchases, while reducing costly false declines and chargebacks across eCommerce.
Availability should follow the transaction, not the infrastructure
Manual recovery still risks missed payments and trades when financial systems fail, as customers care only whether transactions complete.
Maximum raises USD $30 million seed round for banks
Banks could gain faster product updates and lower operating costs as Maximum emerges from stealth with a USD $30 million seed round.
ConnexPay launches Hotel PayValet for travel managers
Travel managers could cut front-desk payment failures as virtual card details are verified before travellers arrive, reducing support and reconciliation work.
Analyst Insights
Research and market analysis connected to Customer Experience
8x8 revenue hits record as AI adoption more than doubles
CFOs lack data trust, stalling AI adoption in finance
Incode named Gartner leader for third straight year
Algolia adds guardrails for fashion AI shopping tools
Cognizant deepens Anthropic tie-up as Claude rollout grows
Featured News
Dell Technologies makes all the hardware cool again
Renewed AI spending is boosting demand for Dell's secure, certified infrastructure as companies chase faster deployment and lower cloud costs.
Exclusive: Rover's Phil Katz on trust signals in pet care
Rover says data, trust systems and AI tools are reshaping pet care marketplaces as owners seek more personalised services.
Expert Columns
Availability should follow the transaction, not the infrastructure
What Role Does Data Quality Play in Data Governance?
The Hidden Cost of Identity Friction in Retail
Why does the channel need to turn partner feedback into strategy?
Global payments got faster. The last mile didn't
Why Southeast Asia is becoming a global fintech growth hub
Fraud prevention for hospitality leaders: Tackling hotel booking fraud
AI in action: From conversations to real business outcomes
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Enterprise leaders seek clarity over complexity in AI
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Incode named Gartner leader for third straight year
The ranking reinforces Incode's pitch to banks and platforms seeking faster checks as deepfakes and synthetic identities raise fraud risk.
Flute study says bad payments drive small business losses
A poor checkout can cost local merchants repeat trade, with 55% of consumers saying one bad payment experience would stop or deter them returning.
Alkami expands Plaid tie-up for linked banking data
Banks and credit unions using Alkami will get built-in Plaid connectivity, cutting implementation work and helping reduce fraud risk.
Left Field Labs launches tool to track AI brand views
Brands may be judged by AI assistants before customers ever reach them, as the new tool spotlights mismatches between messaging and model replies.
Glassbox launches AI tools for enterprise digital data
Banking and insurance teams could spot digital failures sooner as new tools feed governed customer-journey evidence into enterprise AI systems.
Stagwell acquires QStrauss to boost Adobe capabilities
Clients across Latin America should gain broader access to Adobe implementation support as Stagwell deepens its digital transformation push.
AI & connected CRM lift adviser website form submissions
Prospects are more often reaching advisers ready to engage, with website form submissions up 110% as connected CRM systems boosted marketing performance.
Zingtree appoints Venkat Iyer as Chief Technology Officer
The hire is aimed at accelerating AI product development and strengthening governance as Zingtree targets regulated customer service operations.
InvoiceCloud & BlitzenX team up on insurer payments
Carriers can speed claims payouts and reduce manual billing work as the new tie-up links payment tools with core insurance systems.
Quontic links Alkami & MANTL to lift digital uptake
New account holders are moving into online banking faster, with Quontic lifting immediate digital uptake to the mid-70% range after the link-up.
Bank of America adds AI to EricaAssist for faster calls
Call-centre staff at the bank are handling enquiries nearly a minute faster as new generative AI prompts cut call times and speed up guidance.
Direct One installs Ricoh printer for mail campaigns
The upgrade boosts capacity for personalised mail as marketers demand faster turnaround, tighter tracking and stronger links to digital channels.
Eltropy summit to gather credit union leaders in Monterey
More than 90 credit union and community bank executives will discuss economy, AI and growth at Eltropy's invitation-only summit in Monterey.
Plaud lands Best Buy stores push for AI note devices
The rollout could help Plaud win buyers who want to test wearable AI note devices before buying, as it moves beyond online sales.
Logile launches simulator to cut retailer labour costs
Retailers under margin pressure can now test staffing and opening-hours decisions before budgets are set, using Logile's new simulator.
Lumin Digital raises USD $115 million in new capital
Backers including clients boosted the bank software provider's war chest to fund AI, payments and lending development as valuation hit USD $1.6 billion.
Corning Credit Union adds plain-language search with Tursio
Staff can now pull member data in plain English after Corning Credit Union cut wait times from weeks to near-instant ad hoc searches.
Corsha appoints new chief operating & product officers
Demand for secure industrial connectivity is rising as Corsha expands its leadership team to target manufacturers, defence and critical infrastructure.
TCS to power JFK New Terminal One technology systems
Passengers at JFK's new international terminal are set to benefit from tighter digital systems and faster processing under the deal.
Atlantic FCU cuts loan opening to six minutes with MANTL
Borrowers at the New Jersey credit union can now open consumer loans in six minutes, after automation removed days of manual paperwork.
Job Moves
Zingtree appoints Venkat Iyer as Chief Technology Officer
Corsha appoints new chief operating & product officers
Hovership appoints Mike Maya as national sales chief
Pureprofile appoints Christina Statescu as US sales head
Abnormal AI names three executives amid attack surge
360 Privacy expands C-suite with four executive appointments
Alation appoints Rick Baker as Chief Operating Officer
Testlio expands AI testing push & appoints new CEO
True Media names Alison Clark to lead account team
