Category: Customer Experience

Retailers turn to AI and observability for better digital journeys

The retail industry is leveraging observability to improve digital customer experiences (DCX) and streamline operations, with significant ROI to show for it. According to New Relic’s latest report, retailers see a fourfold return on investment (ROI) from strategic observability efforts....

64% of global fraud victims lose trust in brands

According to Telesign’s latest report, fraud poses significant risks to consumers and brands. The report highlights that 92% of consumers believe companies are responsible for safeguarding their digital privacy. However, 64% of global consumers and 58% of U.S. fraud victims...

Gen Z and Millennials turn to podcasts for news and connection

Podcasts have become a leading platform for brand discovery, particularly among younger audiences, surpassing traditional media channels. According to GWI’s latest report, the trend has accelerated since 2021, with Gen Z listeners playing a significant role in this shift.The survey...

New PayPal feature simplifies collecting money with friends and family

PayPal has announced a group money pooling feature in the U.S., Germany, the U.K., Italy, and Spain just in time for the holiday season. The feature will enable users to collaborate with friends or family to collect funds for shared...

Mitel introduces new CX management platform to boost customer engagement

Mitel has launched Mitel CX, an AI-driven platform that allows organizations to enhance engagement, streamline operations, and exceed the expectations of today’s digitally savvy consumers.As customers demand faster, more tailored interactions, businesses invest heavily in communication technologies to stay competitive....

New DoorDash tool simplifies grocery shopping and enhances convenience

DoorDash has announced a new feature to streamline online grocery shopping, addressing the hassle of manually adding items to your cart. This allows users to sync their grocery lists directly with the app, facilitating the process of stocking up on...

Target harnesses AI and tech to elevate holiday shopping experience

Target is ready to deliver a seamless and rewarding shopping experience this holiday season with over 400,000 team members, including 100,000 seasonal hires. Backed by investments in technology, artificial intelligence (AI), and a robust supply chain, the omnichannel retailer aims...

How customer communication management enhances business success

Customers are the core of every business, and how you communicate with them can make or break the business. Today, there are many ways to reach out, from email and social media to phone calls and live chat. There are...

Data reveals user-generated content drives over $8 billion in social commerce revenue

User-generated content (UGC) is driving over $8 billion in annual social commerce revenue, according to a new report by Emplifi, with brands experiencing a 63% year-over-year increase in revenue through this strategy. The study analysed UGC shared by B2C brands...

4 myths about contact centre consumption-based billing that need to be debunked in 2024

You’ve just added a cloud service for your 500 headcount contact center, entering into a per-seat agreement with the vendor. While the seat-based model may appear to offer a flat recurring expense, it’s costing your organisation more than you realise....