We are delighted to share with you a PDF summary of current CX ideas and strategies that were showcased at this years’ CX Alliance Annual Conference 2026, “Innovation in CX”. Please click below to download. The biggest message from The CX Alliance Annual Conference 2026 was simple: the companies creating extraordinary customer experiences are rewriting the rules altogether. Over 120 customer experience leaders gathered to hear how some of the UK's 40+ most innovative bran

My recent holiday in the charming town of Palazzo Arceidi, located an hour from Catania airport, was amazing, from August 2nd to 16th, I enjoyed my friend’s villa, the warm sun, beautiful scenery, and the Sicilian cuisine. However, the journey back home was anything but smooth. The eruption that peaked around my departure date of 16th August 2026 was the worst airport disruption that the region has seen in over two decades. The airport at Catania was completely coated in

Shaping the Future of Responsible AI in Customer Experience AI is transforming CX faster than any technology before it. From intelligent automation and generative AI to agentic AI and predictive analytics, organisations now have unprecedented opportunities to improve customer outcomes, empower employees and create more efficient services. But with opportunity comes responsibility. How do organisations ensure AI is transparent, fair and trustworthy? How do leaders balanc

Yesterday we visited Octopus Energy’s operations centre in London, a visit that completely changed our perception of what an energy company can be. From the moment we arrived, it was clear that employee experience sits at the heart of their customer experience strategy. The contact centre is relaxed, vibrant and thoughtfully designed, with breakout spaces featuring bean bags and yoga mats, private booths for focused work, a dedicated training area complete with a mock house