Empowering progress

The customer experience landscape is evolving rapidly, and innovation is at the heart of it. 

Retailers are leaning into AI to personalise interactions, creating more tailored shopping experiences. This shift is evident across industries, as businesses from energy to insurance push for digital growth and inclusivity. AIB's lived experience-led approach sets a new benchmark for accessibility, while Card Factory’s strategic acquisition is reshaping their digital footprint. In the travel space, brands like Two Stacks are exploring exclusive offerings, carving out new paths for customer engagement. 

The CX Impact Awards 2025 highlight just how integral customer experience is to future business success. 

At its core, this week’s news shows that fostering innovation, embracing technology, and ensuring inclusivity are essential for any company committed to staying ahead in an increasingly competitive market.