customer_experience

Provo, Utah – September 13, 2026 -- Qualtrics has introduced its XM Data & AI Platform, a system designed to close what the company calls the "Experience Gap" -- a divide between customer expectations and delivery that it estimates puts close to $3 trillion in sales at risk globally.

Qualtrics builds new platform on data from 18,000 organizations and 41,000 healthcare facilities

The platform consolidates more than two decades of Qualtrics experience data across 18,000 organizations with four decades of healthcare experience data from Press Ganey, spanning over 41,000 facilities. Qualtrics acquired Press Ganey Forsta in May 2026 for $6.75 billion, a deal the company says added regulatory-grade governance and anonymized health data to its experience dataset.

Miami – September 13, 2026 -- Acqualina Resort & Residences, a Forbes Five-Star, AAA Five Diamond property named USA Today's "No. 1 Best Destination Resort" for the sixth time in 2026, has relaunched its website in partnership with Miami-based agency Digital Silk.

Digital Silk rebuilt Acqualina's site around four business priorities: revenue, brand awareness, credibility and guest loyalty.

The redesign followed a full audit of positioning, audiences and business goals, producing a new brand book, style guide and custom CMS. The final build integrates a booking engine, interactive maps, event calendars and a live beach camera, with distinct navigation paths for accommodations, dining, spa and events.

Sunnyvale, Calif. – September 11, 2026 -- Cresta, a customer experience AI platform, has signed former NFL running back and Super Bowl champion Marshawn Lynch as brand ambassador in a multi-year partnership.

Cresta commits to multi-year ad campaign featuring Marshawn Lynch

Lynch will appear in advertising, at industry events, and across additional marketing initiatives promoting Cresta's enterprise AI platform, starting with a new ad launched today that frames the company's technology as putting customer experience in "Beast Mode."

Lynch says Cresta targets the frustration of hold music and repeated calls

Lynch described his frustration with customer service delays: "My first career counted on me running through players who thought they could stop me... it feels like just more defenders in the way. Cresta's told me they're putting both out of business. So I said, sign me up, ASAP!"

Santa Ana, Calif. – September 11, 2026 -- NAF Concierge, the home services affiliate of New American Funding, has struck a partnership with ARW Home to give mortgage customers exclusive pricing on home service plans covering major system and appliance repairs.

Preferred pricing extends beyond the closing table

The deal grants New American Funding customers access to ARW Home's nationwide network of pre-screened service professionals at preferred rates, aiming to offset unplanned repair costs that arise after move-in. ARW Home holds an A+ rating from the Better Business Bureau and offers 24/7 U.S.-based customer support across all 50 states.

Tokyo – September 11, 2026 -- transcosmos inc. has officially launched trans-AI Chat, a generative AI-powered chatbot, in Indonesia, expanding its customer experience (CX) technology footprint in the country.

Chatbot uses large language models to replace scripted conversation flows

Unlike conventional chatbots built on predefined scripts, trans-AI Chat leverages large language models (LLMs) to interpret conversational context, recognize customer intent, and generate dynamic, human-like responses in real time.

Berlin – September 09, 2026 -- While thousands of exhibitors at IFA 2026 promote smarter devices and AI-driven gadgets, U.S.-based Xcotton is using the Berlin trade show to sell brands on a different proposition: what happens to a customer relationship after the checkout button is clicked.

Xcotton offers shipping, product and insurance-backed protection for e-commerce merchants

Xcotton operates as a post-purchase protection platform, enabling online merchants to bundle shipping protection, product protection and insurance-backed coverage into the buying experience. The company positions these tools as a way to offset delivery risk -- lost, delayed, stolen or damaged shipments -- that can trigger refunds, replacement costs and customer-service workload as order volumes scale internationally.

Land O' Lakes, Fla. – September 08, 2026 -- FirstService Residential has been selected to manage Del Webb Bexley Community Association, a nearly 850-home active adult community in Land O' Lakes, Florida, with the transition beginning October 1, 2026.

Single operator to unify association management, lifestyle programming and food & beverage

The partnership consolidates association operations, resident services, amenities, lifestyle programming, and food & beverage under one accountable management team. Del Webb Bexley's amenities include a resort-style clubhouse, an on-site bistro, a fitness center with wellness programming, pickleball and tennis courts, a resort-style pool, outdoor gathering spaces, and walking trails.

Las Vegas – September 07, 2026 -- Operata has extended its CX Observability platform to cover Agentic Virtual Agent (AVA), the AI voice agent within Genesys Cloud from Genesys, allowing interactions handled by the AI to be recorded on the same customer journey timeline as human agents and measured against identical performance standards.

Operata merges AI and human agent data into one timeline

The platform now integrates AI turns, handoffs, telephony, and human agent interactions into a single, connected record. This gives enterprise teams real-time, vendor-agnostic visibility across the full CX stack, including conversations managed entirely or partially by AVA.

SAN ANTONIO -- September 01, 2026 -- Frost & Sullivan named WORQ the recipient of its 2026 Malaysian Flexible Workspace Competitive Strategy Leadership Recognition, the research firm announced on Aug. 31, 2026. The award cites WORQ's site-selection discipline, landlord partnership model and transit-oriented network across Malaysia. WORQ, which annual revenue exceeds MYR 50 million, operates as the country's largest coworking provider by footprint.

Frost & Sullivan Benchmarks WORQ Across Strategy Effectiveness and Execution

Frost & Sullivan's evaluation scored companies on two dimensions: strategy effectiveness and strategy execution. WORQ registered strong marks in both categories, according to the firm. Janice Wung, Industry Principal at Frost & Sullivan, said WORQ built its position through disciplined site selection, landlord partnerships and a focus on transit-oriented developments.