CX Dialogues
Customer Engagement
Brand Priorities for 2025
Are you ready for the 2025 customer that’s reinventing themself? CXM Today tracks the trends moving marketing teams and lays out the top 10 priorities for 2025, and how to action the dream.
Small But Mighty? How Niche Marketplaces Are Chipping Away at Ecommerce Giants
Success in the niche marketplace space will depend on a brand’s ability to innovate, differentiate, and engage consumers authentically.
35 Must-Read Books on Customer Experience
The latest releases and all you can learn from them – covering AI-driven personalisation, service design, employee experience, and loyalty strategies.
How to Advertise Without Ruining the Gaming Experience
Brands are betting on a value-driven gaming experience but the challenge isn’t just visibility—it’s credibility. Can they integrate seamlessly without alienating players, or will over-commercialisation push gamers away?
Brand Identity is The Ultimate Marketing Message
When marketing is intentional and customer-centered, the campaign shapes brand identity, Every ad, post, and interaction becomes a piece of the customer’s experience, building recognition and loyalty.
CX Strategy is Only as Good as Your Willingness to Change
Author of Infailible, Chris Hood talks about why CX isn’t about control, which industries are leading (and failing), and what it truly means to be customer-obsessed.
AI
How GenAI Leverages Data for Retail Success
GenAI enables retailers to offer more personalised experiences with data and create innovative solutions that meet the evolving needs of customers in a competitive market.
Brand Priorities for 2025
Are you ready for the 2025 customer that’s reinventing themself? CXM Today tracks the trends moving marketing teams and lays out the top 10 priorities for 2025, and how to action the dream.
The Transformative Potential of AI in Customer Purchasing Journeys
AI-powered search tools, personalised recommendations and virtual assistants can be essential tools in the discovery and evaluation stages of consumer journeys.
Beyond Automation: Embracing AI as a Partner to Build Stronger Customer Relationships
Rethinking AI as a partner rather than a replacement can deepen connections and create more meaningful customer relationships.
How Programmatic Advertising Impacts CX – And How to Improve It
Clara De Rose, Head of Customer Success at Adform elaborates on how programmatic advertising impacts customer experience. She recommends strategies to enhance personalisation, transparency, and relevance.
Personalisation vs Privacy: Where’s the Debate Going?
Businesses must walk away from the catch-all data collecting policy, and adapt a more privacy-first approach by collecting only what’s necessary.
CX Dialogues
CX Dialogues: Jo Boswell, Customer Experience Leader
Jo Boswell, Customer Experience Leader, highlights the balance between AI and human connection, deeper insights over surveys, and CX strategies that drive long-term loyalty.
CX Dialogues: Damien Katris, Global Omnichannel and Data Director at TCC Global
Damien Katris, Global Omnichannel and Data Director at TCC Global talks about omnichannel retail, AI-driven decision-making, and next-generation loyalty strategies.
CX Dialogues: Simon Robinson, Author and CEO at Holonomics
Simon Robinson, CEO of Holonomics, discusses the future of CX, emphasising emotional intelligence, ethnographic research, and breaking organisational silos.
CX Dialogues: Jeofrey Bean, CX Advisor and Author
Jeofrey Bean, CX Advisor and Author of Next Generation Customer Experience discusses how leading CX professionals combat brand fatigue by designing authentic experiences rooted in data, ethnography, and early customer involvement, and more.
CX Dialogues: Scott Lee Holloway, Head of CX at APS Bank
Scott discusses customer experience maturity, trust-building through complaints handling, and how AI is shaping the future of CX in banking.
CX Dialogues: James Elliott, Former Head of Experience at Bupa Global
In this episode of CX Dialogues, James Elliott calls on CX leaders to leave legacy measurement behind and step into a more accountable, impact-driven future.
News
Microsoft Introduces Customer Experience Platform
Microsoft released a number of new CX tools, including the Customer Experience
PAM Wayfinding Develops Virtual Twins to Elevate Visitor Experience
Virtual twin technology from PAM Wayfinding aims to provide an immersive, data-driven
AiFi Partners with Carrefour to Launch Concept Store
Carrefour Flash is the first store of this kind in France, and
Tetra Pak Launches Connected Smart Packaging Experience
Food processing and packaging company Tetra Pak has launched the Iberia connected
EDEKA Uses Solace Technology to Stream Master Data Across Stores
Solace, the event-driven architecture tooling company announced that the EDEKA Group, one
VouchPro Uses AI to Enhance Virtual Attendee Experience For Events
VouchPro integrates artificial intelligence (AI) to improve virtual attendee experience for events
About us
CXM Today Magazine is a global media brand on a mission to provide the greatest insight into customer experience through a deep understanding of all the facets that impact and contribute to it.
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Amplitude is a product analytics platform, enabling businesses to track visitors with the help of collaborative analytics. The platform leverages the capabilities of 
Zoho Social, a part of Zoho’s suite of 50+ products, is a comprehensive social media management platform for businesses and agencies. The Zoho Social dashboard includes a robust set of features, such as Publishing Calendar, Bulk Scheduler, and Approval Management to offer businesses all the essential social media publishing tools. Its monitoring tools help enterprises track and respond to relevant social conversations.
Microsoft Dynamics 365 represents a robust cloud-based CRM solution with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring, sentiment analysis, etc. Currently, Microsoft operates in 190 countries and is made up of more than 220,000 employees worldwide.
HubSpot is an inbound marketing, sales, and customer service software provider, offering robust CRM and automation solutions. Some of its products include Marketing Hub, Sales Hub, Operations Hub, Content Hub, Commerce Hub, Marketing Analytics and Dashboard Software. Guided by its inbound methodology, HubSpot enables companies to prioritise innovation and customer success.
Monday.com is a project management software company, offering a cloud-based platform that enables businesses 
Headquartered in San Mateo, California, Freshworks is a global AI-powered business software provider. Its tech stack includes a scalable and comprehensive suite for IT, customer support, sales, and marketing teams, ensuring value for immediate business impact. Its product portfolio includes Customer Service Suite, Freshdesk, Freshchat, Freshcaller, Freshsuccess, and Freshservice. Freshservice for Business Teams has helped several global organisations to enhance their operational efficiency.
Talkdesk offers an innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
The company offers comprehensive cloud-based solutions, such as Microsoft Dynamics 365, Gaming Consoles, Microsoft Advertising, Copilot, among other things, to help organisations offer enhanced CX and ROI. Its generative-AI-powered speech and voice recognition solutions,such as Cortana and Azure Speech Services empowers developers to build intelligent applications.
IBM is a global hybrid cloud and AI-powered 
Uniphore is an enterprise-class, AI-native company that was incubated in 2008. Its enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data by leveraging Generative AI, Knowledge AI, Emotion AI and workflow automation. Some of its products include U-Self Serve, U-Assist, U-Capture, and U-Analyze. Its Q for Sale is a conversational intelligence software that guides revenue teams with AI-powered insights, offering clarity on how to effectively keep prospects engaged.
Google Cloud accelerates every organisation’s ability to digitally transform its business. Its enterprise-grade solutions leverage modern technology to solve the most criticial business problems 
8×8 offers out-of-the-box contact centre solutions, assisting all-size businesses to efficiently meet customer needs and preferences. It offers custom CRM integrations support and integrates effortlessly with third-party CRMs like Salesforce, Microsoft Dynamics, Zendesk, and more. Offering global support in all time zones & development teams in 5 continents, its patented geo-routing solution ensures consistent voice quality.
Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
Upland offers a comprehensive suite of contact centre and customer service solutions with products including InGenius, Panviva, Rant & Rave, and RightAnswers. InGenius enables organisations to connect their existing phone system with CRM, further enhancing agent productivity. Panviva provides compliant and omnichannel capabilities for highly regulated industries. Whereas, Rant & Rave, and RightAnswers are its AI-powered solutions, 
Hootsuite, headquartered in Vancouver, is a social media management platform that streamlines the process of managing multiple social media accounts. Some of its core offerings include social media content planning and publishing, audience engagement tools, analytics and social advertising. Its easy-to-integrate capabilities help marketing teams to schedule and publish social media posts efficiently.
Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirement for personalised customer experiences at scale. Its platform helps play an essential role in managing different digital content or assets to improve customer happiness. Its easy-to-optimise content gives users appropriate marketing streams, ensuring product awareness.
Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
Contentsquare is a cloud-based digital experience analytics platform, helping brands track billions of digital interactions, and turn those digital 
Zoho Corporation offers innovative and tailored software to help leaders grow their business. Zoho’s 55+ products aid sales and marketing, support and collaboration, finance, and recruitment requirements. Its customer analytics capabilities come with a conversational feature, Ask Zia. It enables users to ask questions and get insights in the form of reports and widgets in real-time.
Fullstory is a behavioural data platform, helping C-suite leaders make informed decisions by injecting digital behavioural data into its analytics stack. Its patented technology uncovers the power of quality behavioural data at scale, transforming every digital visit into actionable insights. Enterprises can increase funnel conversion and identify their highest-value customers effortlessly.
Started in 2005 in a Sweden-based small town, Norrköping, Voyado offers a customer experience cloud platform that includes a customer loyalty management system. This platform helps businesses design and implement customer loyalty programs, track customer 
TapMango provides a comprehensive, customisable, flexible and feature-rich customer loyalty program. The loyalty tools include an integrated suite of customised consumer-facing technology, easy-to-use merchant tools, and automation algorithms, all aimed at enhancing customer experience. Adaptable to any industry, TapMango’s platform helps merchants compete with larger chains, converting customer one-time purchases into profitable spending habits.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
