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Most US shoppers encounter generative AI without realising it

Generative AI is quietly reshaping the retail landscape, enhancing online shopping experiences with personalised recommendations and streamlined interactions. Yet, a new Bain & Company survey reveals that 71% of U.S. consumers are unaware they’re engaging with generative AI while shopping...

Five9’s latest AI Agents aim to combine speed, flexibility, and human-like engagement

Five9 has unveiled the latest in its Genius AI suite, the Five9 AI Agents, to allow businesses to deploy chat and voice bots that provide human-like conversational abilities, combining the depth of knowledge and speed of AI. By blending generative...

Increased performance pressures drive 100% of contact centres toward AI solutions

A new report from Level AI shows the evolving demands facing contact centres, with nearly 70% of leaders reporting heightened pressure on their operations over previous years, while only 3.9% have experienced any reduction. The study highlights how AI and...

Bruce Temkin wants to change how you think

Bruce Temkin has done as much as anyone to define customer experience thinking. Having left Qualtrics at the start of the year, the industry veteran is embarking on a whole new adventure. And it might be his biggest challenge yet....

Behind Bupa’s bold move to transform employee wellbeing

In 2022, Bupa, a British private healthcare insurance company, set a strategic priority to extend healthcare support to 100% of its employees. The ambitious goal came from the top, driven by the chief executive committee and a personal commitment from...

63% of UK shoppers hesitate to use AI for online purchases

According to a recent Zendesk survey of over 8,400 global consumers, British shoppers rank among the most digitally aware regarding AI. As many as 84% of UK consumers are familiar with AI tools like digital shopping assistants, and nearly half...

Intradiem and Five9 unite to boost agent productivity and customer satisfaction

Intradiem has partnered with Five9 to transform how contact centres manage efficiency, productivity, and workforce satisfaction. This partnership utilises Intradiem’s patented real-time automation capabilities alongside Five9’s advanced, cloud-based CX platform, allowing contact centres to optimize resources, reduce costs, and enhance...

Retail associates voice concerns over loss prevention amid rising theft

A recent global study highlights growing concerns among retail associates about loss prevention and the overall shopping experience. According to Zebra Technologies’ 17th Annual Global Shopper Study, 84% of retail associates are worried about the lack of technology to detect...

ServiceNow adds 150+ new AI features to boost automation and AI governance

AI automation vendor ServiceNow has launched over 150 new generative AI features on the Now Platform, focusing on enhancing AI capabilities while ensuring responsible and secure use. The latest updates include expanded Now Assist capabilities and new AI Governance tools,...

Big Lots launches app to streamline shopping experience for members

Big Lots has launched the Big Lots app to provide a more seamless and rewarding shopping experience for its customers. Available to both current and new members of the Big Rewards loyalty program, the app provides many features tailored to...