The Ultimate Guide to Customer Experience
A curated Canadian 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.
Canadian Customer Experience News
Regional stories with direct local relevance.webp)
LoanPro partners with KOHO on new Canadian products
The deal lets KOHO speed up new launches for its 2.5 million Canadian members while keeping app control and outsourcing back-end lending work.
Zoho Canada expands vertical approach in municipal government
Zoho Canada's Gary Yorke says municipalities need departments to share a directory and data infrastructure to make AI work for residents.
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.
Analyst Insights
Research and market analysis connected to Customer Experience
Kore.ai launches Autoloop to optimise enterprise AI agents
MSPs expect AI revenue to surge as services mature
Abbyy names Paula Sanders Chief Customer Experience Officer
Genesys unveils AI tools to orchestrate customer journeys
Claroty named leader & customer favourite by Forrester
Featured News
Expert Columns
7 Steps to Implement Digital Identity Verification Successfully
AI in Retail is Only as Good as its Data Foundation
The next eCommerce interface may not be a screen
Banking's channel problem is really an accountability problem
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
Interviews
Interviews and video coverage from the network
Zoho Canada expands vertical approach in municipal government
How this Ont. town is using AI from bylaw to trash pickup
Dell Technologies makes all the hardware cool again
Exclusive: Rover's Phil Katz on trust signals in pet care
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Recent Customer Experience News
Singapore Airlines unveils new amenity kits & sleeper suits
Passengers on flights over six hours will get branded sleepwear and refreshed kits as the carrier sharpens cabin differentiation ahead of 2026.
Luware launches NimbusOne after Microsoft certification
Certified by Microsoft, the new client lets contact centre agents stay in Teams or work in CRM tools, reducing switching and support burdens.
Juspay revenue rises 30% to USD $75 million in FY26
Core India operations stayed profitable as the payments firm expanded overseas and pushed into AI, even after a USD $10 million net loss.
Insurers race towards autonomous AI, Sapiens survey finds
Two thirds of senior insurance professionals expect AI to become fully autonomous within three years, despite patchy adoption and governance gaps.
Vection signs five-year reciprocal reseller deal with Xerox
Western Europe customers could gain broader access to AI, workflow and XR tools after Vection and Xerox struck a non-exclusive five-year deal.
Gainsight links Salesforce Agentforce & Slack to data
Sales and customer success teams can now see renewal risks and expansion signals in Slack and Salesforce without switching systems.
Jabra launches retail headset & cloud management platform
Retailers can now centralise headset fleets across stores as Jabra's new platform aims to cut IT support demands and speed frontline communications.
Retail AI leaks sensitive data to unauthorised users
Nearly one in 10 AI security alerts in retail involved systems exposing protected customer data to users without access, research found.
Granicus adds AI analytics to Government Experience Cloud
Agencies using Government Experience Cloud can now spot where residents abandon online services and prioritise fixes using AI-led benchmarks.
Kitestring & GK Software deepen retail tech partnership
Retailers facing costly store-system upgrades may see faster deployments as the tie-up aims to reduce risk before point-of-sale roll-outs begin.
Affirm launches instalment payments at Crate & Barrel
Canadian shoppers can now spread furniture and homeware costs over instalments as Crate & Barrel expands buy-now-pay-later checkout options.
TNS launches bring-your-own-app feature for terminals
Unattended operators can now tailor customer screens without shouldering PCI compliance and payment certification on TNS terminals.
Mambu & Mastercard team up on cross-border payments
Banks could add faster, more transparent overseas transfers to digital apps without costly from-scratch integrations under the tie-up.
Terrabank partners TerraPay & Mozrt on global payments
Customers will gain faster, lower-cost cross-border transfers as Terrabank taps TerraPay's network of bank accounts and digital wallets.
Singapore Airlines refreshes in-flight dining across cabins
Passengers in premium cabins will get new tableware, wines and service touches as the carrier expands its menu overhaul across all classes.
Braze launches AI tools & deepens AWS collaboration
Marketers will gain more automated personalisation and compliance checks as the software maker deepens its ties with AWS.
Salesforce expands Live Nation support & Missionforce
Fans will get round-the-clock venue help as the software firm deepens its public sector AI push, with defence revenue up 80% year on year.
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.