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
Human analysts still handle 46% of brand interactions
Brands are still relying on people for nearly half of social interactions, highlighting the limits of automation in customer-facing moderation and replies.
Peoples Group backs hybrid models for Canada payments
As Canada's payments system grows more complex, hybrid access is emerging as a way to cut costs and ease compliance burdens.
OneVest powers CST Spark's digital education savings
Families saving for post-secondary education in Canada can now open accounts online in English and French, with less paperwork and faster checks.
Fig Financial tops CAD $500 million in Canadian lending
The milestone underscores rising demand for online borrowing as 40% of applications came outside normal banking hours, Fig said.
FintechWerx to buy Ruby Loans platform for CAD $825,000
The deal adds loan-origination technology aimed at speeding small-business credit checks, pending approvals and exchange sign-off.
Nuvei completes live Visa agent payment with issuers
Multiple European banks have backed a live AI-led purchase on Visa's network, pointing to how merchants may complete checkout without a separate flow.
Analyst Insights
Research and market analysis connected to Customer Experience
DevRev launches Voice AI for customer support calls
SAS urges human oversight in agentic AI deployments
DevRev launches Voice AI for customer support calls
Kore.ai appoints two chiefs to drive enterprise AI growth
Kore.ai names Uma Sandilya Chief Commercial Officer
Featured News
How this Ont. town is using AI from bylaw to trash pickup
Data silos and staff time are being cut as the township uses AI agents to speed calculations, analyse waste and answer residents online.
Dell Technologies makes all the hardware cool again
Renewed AI spending is boosting demand for Dell's secure, certified infrastructure as companies chase faster deployment and lower cloud costs.
Exclusive: Rover's Phil Katz on trust signals in pet care
Rover says data, trust systems and AI tools are reshaping pet care marketplaces as owners seek more personalised services.
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Trust in enterprise AI is being undermined as Denodo research finds most firms still lack live, context-aware data for production use.
Expert Columns
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Enterprise leaders seek clarity over complexity in AI
Why seamless Middle East 2026 should be on every commerce leader's calendar
Why data governance use cases fail without accurate data
Why Every Chief Data Officer Needs a Modern Data Quality Strategy for AI
5 Tips to Align Your Data Strategy with AI
The algorithm can't replace the room
Why geocoding technology has become a cross-industry growth driver
When Agents act on bad data, the damage is automatic
The warm-weather playbook: How small business owners turn sunny days into loyal customers
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
The algorithm can't replace the room
As AI floods feeds with endless content, concerts and festivals are drawing record crowds from fans seeking scarce, shared moments.
IBM study finds Canadian firms face widening AI control gap
IBM research shows Canadian organisations are expanding AI use while governance, workforce skills and oversight struggle to keep pace.
Bloom IA launches AI sales coaching platform for B2B teams
The Montreal startup's software aims to close a coaching gap by showing managers how reps handle calls, not just whether they happened.
How this Ont. town is using AI from bylaw to trash pickup
Data silos and staff time are being cut as the township uses AI agents to speed calculations, analyse waste and answer residents online.
Beyond attendance: How today's tech brands are rethinking event ROI
Tech marketers are under pressure to prove events drive pipeline, as leaders now expect a clearer link to revenue than simple attendance counts.
The warm-weather playbook: How small business owners turn sunny days into loyal customers
Summer foot traffic gives small firms a rare chance to win loyal buyers with banners, uniforms and merch, if they act quickly.
Canadians trust AI for banking, but not big money moves
Canadians are warming to AI for day-to-day banking, but most still want human advice when the stakes rise on major financial decisions.
TELUS chief Darren Entwistle joins BC Innovators hall
The honour spotlights TELUS's CAD $70 billion British Columbia investment as the company faces pressure to link spending with jobs and access.
Beem Credit Union joins Payments Canada as access widens
The move gives the British Columbia lender a foothold in Canada's payments infrastructure, with potential to speed transfers for 200,000 members.
Interac adds AI fraud checks to Verified identity service
Canadian businesses will get tougher digital onboarding defences as the phased rollout targets deepfakes, spoofed video and device tampering by Q3 2026.
Canadian firms flag AI-linked cyber risks from suppliers
Supplier oversight is becoming a bigger cyber priority as one in three Canadian businesses reported an AI-linked incident in the past year.
National Bank of Canada teams up with Sardine on fraud
The deal gives National Bank of Canada new fraud tools as lenders race to curb losses without adding friction for customers.
.webp)
Visa expands AI payments testing to Canadian issuers
Canadian banks will test how AI agents can initiate card payments as Visa prepares issuers for new controls over consent, fraud and liability.
6 digital marketing tools founders use to scale smarter
Small businesses can stretch tight budgets further as email, design and analytics platforms help them attract customers and cut manual work.
Traditional banks, telcos among Canada's top valued brands
Growth has spread beyond banking in Canada, with telecoms, utilities and retailers helping lift the country’s top brand values 16 per cent.
Why retailers need real-time visibility to handle demand surges
Delayed stock updates and failing devices can quickly turn busy promotions into longer queues and frustrated shoppers.
Scotiabank launches AI home energy advice tool in Canada
Homeowners can now get personalised retrofit advice and funding guidance as rising energy bills and weather risks boost demand for upgrades.
Motorola Solutions buys Hyper AI 911 call handling solution
The deal could ease strain on understaffed call centres by automating routine non-emergency calls and redirecting escalations to 911 staff.
Neo Financial second FinTech to join Interac network
Direct access to Interac e-Transfer gives Neo Financial more control over payment features as the network opens to non-bank providers.
ServiceNow study flags empathy gap in customer service
Only 10% of customers rate service as great, as fragmented systems and poor empathy are driving churn and frustration.