Category: Customer Experience

Consumers are turning away from dynamic pricing and seeking price consistency

A recent survey by Gartner shows that 68% of consumers feel that brands exploit them using dynamic pricing strategies. These pricing tactics have fuelled distrust, with 80% of respondents saying consistent pricing builds brand trust. Moreover, 42% expressed a willingness...

Caroline King Ageas UK’s chief customer officer, on AI, employees and giving customers a voice in the boardroom

Ageas UK has made understanding insurance and simplifying insurance its mission. The clarity of purpose has helped focus on customer experience and driving business results. CXM caught up with Caroline King, chief customer officer, to find out what is next...

Real-time responses, trust, and personalisation among key trends in customer communication in 2025

With over 800 billion interactions taking place annually across industries, the trends shaping digital communication point to a growing demand for speed, personalisation, and trust. By 2025, key statistics indicate that customer expectations will continue to rise, driving companies to...

AI lending solutions firm Zest AI announces $200 million growth investment

AI lending technology firm Zest AI has announced a $200 million growth investment from Insight Partners, a global software investor.The significant funding is set to propel the company into its next phase of innovation, with a focus on advancing fraud...

Ageas UK CEO delivers profits and customer experience

Ageas has been on a journey.Its decision in February 2022 to sell its commercial insurance business to Axa UK and Ireland for an initial £47.5 million, left the firm committed to its personal line insurance business. To grow, Ageas decided...

Generative AI and cybersecurity among top risks for healthcare providers in 2025

Healthcare provider organisations face increasing risks tied to generative AI, cybersecurity, and evolving compliance demands in 2025, according to Kodiak Solutions’ annual Top Risks report. The findings, derived from audits and discussions with leaders at major U.S. hospitals and health...

Pega unveils AI-powered payment dispute solution

Pega has updated its Smart Dispute solution to transform customer experiences by streamlining and accelerating the resolution of payment disputes and fraud claims. For customers, this means faster resolutions, smoother interactions, and a more seamless experience regardless of their payment...

The next phase of privacy: consent management

While privacy has always been important, the introduction of the internet and the proliferation of connected devices has taken it to a whole new level.Whether engaging on social media or conducting online transactions, each interaction leaves a digital footprint. The...

US teens stay online ‘almost constantly’ as YouTube and TikTok dominate

Almost half (46%) of American teens say they are online “almost constantly,” showing the impact digital connections have on their lives, according to a new Pew Research Center survey of teens aged 13 to 17. The study highlights YouTube’s dominance,...

Vapi secures $20M Series A to scale AI voice agents

Pioneering developer platform for deploying Voice AI agents Vapi has announced the successful completion of a $20 million Series A funding at a $130 million valuation.The round was led by Bessemer Venture Partners, with additional investments from Abstract Ventures, Y...