Category: Customer Experience

E-commerce shines bright as U.S. holiday spending climbs in 2024

Holiday retail sales in the U.S., excluding automotive purchases, rose by 3.8% from November 1 to December 24 compared to the same period in 2023, according to the latest Mastercard SpendingPulse report. The data shows a resilient consumer base fuelled...

SoundHound and Lucid Bring generative AI to the driver’s seat

SoundHound AI has partnered with Lucid, an advanced electric vehicle creator, to launch the Lucid Assistant, a hands-free voice control system designed to make interacting with a vehicle as simple as having a conversation. The Lucid Assistant utilises SoundHound’s advanced Chat...

Tata Communications revolutionises customer interactions with Kaleyra AI

Tata Communications has introduced Kaleyra AI, an AI-powered suite designed to transform how businesses connect with customers. This portfolio aims to redefine engagement by providing advanced capabilities that transcend traditional communication tools and integrate with existing platforms like live agent...

Cost of bad customer experiences hits $3.8 trillion, claims Qualtrics

There’s an almost never ending stream of reports talking about the dire state of customer experience. The 2025 Consumer Trends Report from Qualtrics doesn’t break the trend, predicting that a titanic $3.8 trillion dollars is at risk from bad customer...

Out-of-stocks push 66% of shoppers to competitors

Retailers risk losing more than 60% of their customers to competitors when items are out of stock, according to the AlixPartners 2024 Consumer Sentiment Index. The survey of 9,000 fashion consumers reveals unmet inventory expectations can drive shoppers elsewhere, highlighting...

Twelve Labs secures $30 million in funding for video AI innovations

Video understanding technology firm Twelve Labs has announced a $30 million funding round led by prominent investors, including Databricks, SK Telecom, Snowflake Ventures, and HubSpot Ventures. The investment reflects the increasing need for sophisticated video AI solutions across industries such...

The rise of podcasts among Gen Z and Millennials

Podcasts have surged in popularity among younger audiences, becoming a vital part of daily life for many gen-z and millennials. The medium’s flexibility, and ability to deliver ‘on-demand’ entertainment and information cater to the preferences of these tech-savvy generations. Whereas prior...

QuestionPro acquires video streaming & collaboration platform SpatialChat

QuestionPro has announced its acquisition of SpatialChat, a European video streaming and immersive virtual environments platform. This move will bolster QuestionPro’s Qualitative Research and Customer Experience (CX) platforms while propelling SpatialChat’s technology into the U.S. and global markets. SpatialChat is known...

Best Buy Ads Canada teams up with Rokt to boost holiday shopping experiences

Best Buy Ads Canada has joined forces with Rokt, an ecommerce technology company, to elevate online shopping experiences for the holidays. The partnership will see Best Buy Ads Canada integrating Rokt’s advanced machine learning and AI tools to deliver personalised...

Glia elevates financial contact centres with Quality AnalystGPT tool

Digital customer service technology provider Glia has introduced Quality AnalystGPT, an AI-driven tool designed to revolutionse how contact centers analyse customer interactions. The tool helps contact centre leaders gain deeper insights by uncovering trends, analysing performance, and identifying opportunities for...