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Customer Experience

Opinion

Pare & Co’s Douglas J. Sisko says AI means digital maturity must be judged on outcomes

Because advanced technology is now easy to buy, Sisko argues, what a company has deployed says little about how mature it really is.

By Digital Gossip, 26 October 2026

Agencies

ITG’s David Bateman Williams urges teams to judge AI by customer outcomes

Inspired Thinking Group’s head of image creation says brands should start with the customer problem, not the technology.

By Digital Gossip, 23 October 2026

Opinion

Mark Palmer calls for bans on ‘brand-washing’ ads by firms that repeatedly fail customers

The Maverick Planet founder cites Thames Water, British Airways, Virgin Media, Meta and Lloyds as he argues that the ASA should let the public decide on such campaigns.

By Digital Gossip, 20 October 2026

Opinion

Rewards alone miss most of what drives loyalty, says Walnut’s Andreea Redfern

Redfern, of Accenture Song’s behavioural science agency Walnut, argues that reward, habit and emotion must be designed for together.

By Digital Gossip, 19 October 2026

Deals

FourNet buys Glasgow’s SVL Business Solutions to form £65m customer experience group

The Manchester customer experience and AI firm’s fifth acquisition since 2020 brings the combined business to more than 230 staff and over 450 customers.

By Digital Gossip, 15 October 2026

Agencies

Customer Experience

Pare & Co’s Douglas J. Sisko says AI means digital maturity must be judged on outcomes

ITG’s David Bateman Williams urges teams to judge AI by customer outcomes

Mark Palmer calls for bans on ‘brand-washing’ ads by firms that repeatedly fail customers

Rewards alone miss most of what drives loyalty, says Walnut’s Andreea Redfern

FourNet buys Glasgow’s SVL Business Solutions to form £65m customer experience group

Perfect Storm appoints Holly Crosland to new head of insights and CX role

M+C Saatchi Performance’s Nilanshu Pandey says CRO should link the whole customer journey

pharosIQ’s Anna Eliot says marketing should be measured on the whole customer experience

Center Parcs CMO Sara Holt would put an extra £10m into guest experience over paid media

Critical Mass’s Matt Malindine says brands optimise channels instead of journeys

Fox Agency’s Amanda Holmes says SaaS pricing shifts need marketing involved early

Michelin’s Chanuttita Chitmanasak says data has no value until it drives action