The Ultimate Guide to Customer Experience
A curated Canadian edition of IndustrialDay 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.
Canadian Customer Experience News
Regional stories with direct local relevance
TD's Layer 6 invests CAD $25 million in Cohere AI tie-up
The bank's AI push aims to improve staff productivity and client service as it tests secure tools with Cohere and its Layer 6 unit.
Adyen upgrades Authenticate to lift online payments
Online shoppers could face fewer checkout hurdles as Adyen's updated authentication tool aims to lift conversion by double digits for merchants.
Fortinet opens CAD $30m cybersecurity hub in Calgary
Customers in Alberta will get closer access to security services as the Canadian site adds cloud infrastructure, training and testing capacity.
DCPayments adds Interac e-Transfer to Canadian checkout
Canadian merchants can now take bank-based payments at checkout, cutting card fees and reconciliation work while speeding settlement.
AutoTalker urges dealers to link pricing systems fast
US car dealers risk showing outdated prices online and in showrooms unless systems are linked before tariff-driven changes hit inventories.
Canadians fear deepfake fraud ahead of Real-Time Rail
Most Canadians want tighter fraud controls as the new Real-Time Rail could leave less time to block deepfake-driven scams and impersonation.
Analyst Insights
Research and market analysis connected to Customer Experience
Genesys unveils AI tools to orchestrate customer journeys
Claroty named leader & customer favourite by Forrester
Certinia study finds integration key to AI success
Everpure named Gartner leader for enterprise storage
Litera adds AI search & growth tools for law firms
Expert Columns
Why Email and Phone Append Matter for Prescreen Campaigns
When IT fails in manufacturing, the whole supply chain pays
The importance of data enrichment in financial services
The AI metric that matters isn't token cost
4 practical tips for maintaining data quality
6 Pillars of data quality and strategies for improving your data
For sensitive health categories, eCommerce can remove more than just the checkout queue
The invisible trust layer: Why payments are becoming a systems problem
Why You Need Phone Validation in Your Customer Data Toolkit
Translation over technology: The channel's most undervalued skill
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Tech Race Summit explores personalisation, AI and cybersecurity
AI and personalisation are reshaping Softswiss's product, engineering and security priorities as the group warns of higher cyber risk and tighter data demands.
Manhattan Associates launches tiered Editions for software
Growing retailers can now adopt Manhattan's supply chain software in stages, avoiding costly reimplementation as needs expand.
Exabeam channel-first push lifts partner-led pipeline
Partner-led sales now account for Exabeam's highest-volume pipeline source, as new-logo business surged 138% above plan in the first half.
Datadog launches tools to monitor & test user journeys
The new tools aim to help teams spot when customers fail to complete checkout, sign-in or onboarding, despite healthy system metrics.
Qualtrics launches Healthcare XM with Press Ganey data
Healthcare systems will be able to use patient and workforce data to predict risks and trigger action as Qualtrics rolls out the product in 2027.
UiPath names 2026 partner awards winners across sectors
UiPath's partner network spans 30 countries and 250 use cases, signalling growing demand for automation projects across industries.
Retailers boost video & AI as visual commerce grows
Retailers are using AI to handle booming video, social commerce and user-generated content as operational strains mount across channels.
Al-Futtaim picks Juspay for 50-brand payments rollout
Customers across 50 brands in 12 markets will get a single checkout layer, as Al-Futtaim seeks fewer failed payments and easier reporting.
Manhattan launches tiered Editions for growing firms
Growing firms will be able to add supply chain functions without reimplementation, as Manhattan's tiered software model targets easier scaling.
Ayla launches Dealer Hub for connected device networks
Manufacturers can now monitor dealer-installed devices across sites, aiming to cut service delays and spot faults before customers complain.
CMOs & CIOs split over AI decision-making at firms
Shared AI projects are stalling as marketers and technologists dispute control, with most CIOs claiming the final say on CMS and DXP choices.
Forrester urges firms to prioritise practical AI governance
Enterprises face mounting risks from AI outages and hidden governance costs as Forrester says day-to-day operational needs now outrank frontier fears.
RS2 warns businesses confuse connectivity with orchestration
The gap is leaving many firms reliant on manual routing and weak token control, with transaction performance and resilience suffering.
Merlin rolls out NiCE CXone across 140 attractions
Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.
Candescent expands Google Cloud AI tie-up for banks
The expanded deal should help more than 1,300 banks and credit unions move AI from pilot projects into day-to-day banking systems.
FIS posts record core banking wins at smaller banks
Smaller lenders are accelerating technology overhauls to curb fraud and improve digital services, driving FIS to a record first-half tally of core wins.
Catapult uses AI agents to speed up support worldwide
Support response times have fallen as the sports technology company lets AI triage routine queries for teams across 139 countries.
Lumin Digital launches open banking integration with MX
Banks using the platform can now connect customers to approved financial apps without screen scraping, improving consent controls and data access oversight.
Zendesk adds real-time voice translation for contact centres
It could ease staffing bottlenecks and cut waits for multilingual customers, as live translation is built into one support workflow.
Tech Mahindra unveils telco architecture for AI rollouts
AI pilots in telecoms often stall before production, as fragmented data and legacy systems hinder operators' attempts to automate core operations.