Category: Customer Experience

Two purchase attempts are enough to drive shoppers away

Holiday shoppers are spending more this year but are taking a cautious and strategic approach, looking for discounts and seamless shopping experiences. A global survey of over 7,200 consumers done by testing and digital quality solutions company Applause reveals shifting...

Top 5 trends set to redefine customer experience in 2025

Five pivotal trends are set to shape customer experience in 2025, fueled by advancements in AI, data, and global connectivity. According to TTEC Holdings, these developments promise to unlock new opportunities for brands to deliver enhanced interactions and foster deeper...

Two-thirds of customer service operations plan AI-powered WEM adoption by 2029 

According to a new study by Frost & Sullivan and SuccessKPI, two-thirds of customer service operations aim to integrate AI into their cloud-based Workforce Engagement Management (WEM) applications within the next three to five years. This move addresses growing skills...

Boosting customer satisfaction with a balanced approach to CX and EX  

As AI-driven solutions to improve customer experience (CX) are being heavily invested in by businesses globally, employee experience (EX) can be overlooked. The imbalance can undermine the very outcomes that AI-driven systems are meant to deliver, which is excellent customer...

Google Gemini expands with Deep Research and 2.0 Flash

Google has announced significant upgrades to its AI platform Gemini, introducing the “Deep Research” feature and the experimental rollout of the Gemini 2.0 Flash model. These updates enhance users’ research capabilities and improve the platform’s performance.“We’ve built a new agentic...

Alvaria launches intelligence platform to transform contact centre operations with AI

Contact centre infrastructure software vendor Alvaria CX has introduced the Alvaria Intelligence Platform (AIP), designed to enhance the capabilities of enterprise contact centres with advanced AI integration. This launch comes in response to a growing demand for robust compliance features,...

UK shoppers can’t be bothered to wrap presents

According to new Bango research, a growing trend among UK Christmas shoppers is choosing subscription gifts to streamline the festive season. The study reveals that 29% preferred gifting subscriptions to avoid the hassle of wrapping traditional presents.For those celebrating Christmas...

Americans eye financial goals for 2025: saving, earning, and budgeting take priority

Financial ambitions are high for 2025, with many Americans setting their sights on saving more, earning more, and managing their budgets better. A new Discover Personal Loans survey reveals that over half of U.S. consumers plan to make financial resolutions,...

Calabrio acquires Echo AI to boost CX and agent performance 

Calabrio has acquired Echo AI, a generative AI-native conversation intelligence platform, boosting its capabilities in customer experience (CX) intelligence, agent performance coaching, and operational efficiency through near-real-time conversation insights.With the global customer experience management (CXM) market projected to grow from...

AI takes centre stage in UK Christmas marketing strategies

Over half of UK marketers (55%) utilise artificial intelligence (AI) to strategically plan and enhance their seasonal marketing campaigns, according to new research by Optimizely. The study, which surveyed 100 marketers across the UK, shows the increasing reliance on AI...