Tag: Customer Experience

Almost 90% of shoppers used AI this holiday season

The latest report by Talkdesk reveals a shift in consumer behaviour driven by AI during the holiday season. According to the survey, 88% of shoppers utilised AI in some capacity, with 56% reporting increased happiness due to AI’s support. Furthermore,...

Sigma Connected raises £100,000 for Birmingham Children’s Hospital

Sigma Connected has secured £100,000 for Birmingham Children’s Hospital, supporting the hospital’s mission to provide care to hundreds of thousands of sick children nationwide each year. Since beginning their support in 2017, Sigma Connected has joined the hospital’s “Changemakers.” This is...

Voting opens today! Decide your top 50 CXMStars of 2025🌟

Here they are — the list of the Top 50 CXMStars for 2025! This year, we’ve received a record number of nominations and completed applications, so thank you very much everybody! Our list is split between the Top 25 CXM Professionals...

Qualtrics’ experience management solution to drive Jollibee’s CX efforts

Philippine-based Jollibee Group, the name behind global fast-food brands including Coffee Bean, SmashBurger and Jollibee’s own-brand restaurants, has partnered with Qualtrics to improve its customer experience and feedback management, ahead of aggressive growth plans for 2025.  Approaching 7,000 restaurants worldwide, Jollibee...

Lenovo introduces advanced robotics and AI tools for smarter retail operations

At NRF 2025, Lenovo unveiled three retail solutions combining the latest in robotics and artificial intelligence, all tested in real-world environments. “Today’s retailers have never faced greater challenges and have never needed technology to work for them more. Lenovo’s track record...

Cera secures $150 million to transform home healthcare with AI

UK-based home healthcare provider Cera has raised $150 million in debt and equity funding to help scale its AI-driven platform. This round was led by funds affiliated with BDT & MSD Partners and Schroders Capital. While the company disclosed that...

Halfords adopts Aptos to drive omnichannel customer engagement

Britain’s popular motoring and cycling services retailer has renewed its agreement for Aptos’ POS, CRM and sales audit applications to improve customer engagement, all as part of an ongoing digital transformation. With over 400 stores in operation Halfords is seeking “to...

AI takes centre stage in customer success strategies

According to Gainsight’s Customer Success Index Report, 52% of CS teams leverage AI, transitioning from experimental use to essential integration. These AI tools improve early warning systems, streamline processes, and deliver deeper customer insights, helping businesses anticipate and mitigate churn...

UK brands face loyalty crisis as 83% of consumers feel undervalued   

New research from SAP Emarsys highlights a growing issue for UK brands. 83% of consumers feel unappreciated by the brands they continue to support, and many are reconsidering their loyalty. The Customer Loyalty Index surveyed over 2,000 UK consumers and delved...

Meet the judges for CXMStars 2025

With submissions now closed, judging for CXMStars 2025 is due to start, before the final votes are cast by our CX community. Here is the judging panel for the 2025 edition of CXMStars! Ginger Conlon, director of customer stories, Genesys Ginger Conlon is...