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
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.
Analyst Insights
Research and market analysis connected to Customer Experience
DevRev launches Voice AI for customer support calls
SAS urges human oversight in agentic AI deployments
DevRev launches Voice AI for customer support calls
Kore.ai appoints two chiefs to drive enterprise AI growth
Kore.ai names Uma Sandilya Chief Commercial Officer
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.
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Trust in enterprise AI is being undermined as Denodo research finds most firms still lack live, context-aware data for production use.
Expert Columns
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Enterprise leaders seek clarity over complexity in AI
Why seamless Middle East 2026 should be on every commerce leader's calendar
Why data governance use cases fail without accurate data
Why Every Chief Data Officer Needs a Modern Data Quality Strategy for AI
Personalization, privacy, and the question of identity
5 Tips to Align Your Data Strategy with AI
Why geocoding technology has become a cross-industry growth driver
Before you hit send: The growing role of email verification in compliance
When Agents act on bad data, the damage is automatic
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
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.
Hovership appoints Mike Maya as national sales chief
The regional parcel carrier is betting on Mike Maya's enterprise sales experience to deepen ties with big shippers as it expands across the US.
Hakimo raises USD $12 million in growth funding round
Demand for AI security systems is rising as Hakimo says its monitoring reduces incidents and guard costs for property owners.
U.S. Bank launches Enhanced Payments for small firms
Small businesses can now send ACH, wire and instant payments digitally, with lower fees and no branch visit needed.
Oklahoma insurer cuts disaster recovery to under an hour
Severe weather can now interrupt claims less often, as the insurer's critical systems were restored in tests in just under an hour.
Personalization, privacy, and the question of identity
Consumers may feel watched rather than served as brands collect more personal data for targeting, inclusion, and fraud prevention.
Square launches ChatGPT app & Claude plugin for sellers
Eligible US food and beverage merchants can now be found, viewed and ordered from in AI chats, with no extra marketplace commission.
Cisco powers U.S. Open with secure event networking
Reliable Wi-Fi and cyber security helped organisers keep broadcasts, ticketing and fan services running at the U.S. Open.
MANTL tops USD $40 billion in deposits, saves 1M hours
Banks and credit unions are using MANTL to speed up onboarding as deposits grow and branch staff save more than 1 million hours.
Klaviyo opens Composer beta & expands Customer Agent
The move aims to help brands spot missed revenue and handle service queries from a single customer profile, rather than separate AI tools.
Amazon Prime tops US loyalty rankings, study finds
Rewards are now swaying 91% of US shoppers to buy again, with Amazon Prime, Walmart+ and Starbucks Rewards topping loyalty rankings.
Younger shoppers use AI & join deal days more often
Younger consumers are shaping retail deal days, with Gen Z and Millennials far more likely than Boomers to use AI tools and spend more.
Carrier-agent friction eases as visibility gap widens
Direct-to-consumer rivals are intensifying pressure on agencies as carriers still lack market intelligence on where business is shifting.
Scrum.org partners with Coursera for product ownership
This partnership expands access to Scrum.org product ownership training to Coursera's global audience of millions of learners and employers.
Landmark's Alkami partnership lifts business banking
Landmark Credit Union has turned a digital overhaul into growth, lifting business profiles above 7,800 and adding USD $150,000 in fee income.
The CFO as Chief Attention Officer: Why finance is quietly taking control of AI, media, and growth narratives
As AI spend surges, finance is being asked to prove which bets earn attention, revenue and growth, not just efficiency.
Job Moves
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
Portnox elevates Alison Dixon, launches Technical Account team
