Tag: Customer Experience

This week in CX: are employees becoming more dissatisfied at work?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the importance of human touch in the age of artificial intelligence, as well as the reasons behind the ‘ productivity theatre’ trend...

Email dominates, but SMS and push notifications surge this Cyber Week

According to Bloomreach, the 2024 holiday shopping season highlighted a major shift in how businesses engage with customers. Personalization and omnichannel strategies drove a 9% year-over-year (YoY) revenue increase for brands during Black Friday. Mobile push notifications saw the most...

81% increasing budgets: the urgency of cyber resilience in 2025

A new study by NetApp and The Futurum Group highlights troubling trends in the cybersecurity landscape. Over 54% of surveyed organizations have experienced cyberattacks in the past 12–18 months. In addition, 20% are failing to recover lost data, showing that...

AI adoption accelerates in car dealerships

Car dealerships are embracing artificial intelligence (AI) at unprecedented rates, with 81% of dealers planning to increase their AI budgets in 2025, according to Fullpath’s latest report. The report shows that AI is transforming dealership operations, particularly in marketing, sales,...

Great Southern Bank automates customer service with CXone Mpower

NICE has announced that Australia’s Great Southern Bank is advancing its customer service capabilities with CXone Mpower. Great Southern Bank provides various financial products, including credit cards, home loans, and insurance. Focused on delivering customer-first solutions, the bank is moving...

AI’s role in retail: tackling loss prevention and enhancing experiences

According to Zebra Technologies Corp.’s survey,  84% of retail associates express concerns about loss prevention and the absence of effective technologies to detect safety threats and prevent criminal activity. While consumers are usually satisfied with their shopping experiences, satisfaction levels have...

Chatbot challenges in the telco industry

As telco providers increasingly rely on digital tools to engage customers, chatbots have become a central feature of their online strategy. However, the limitations of chatbots often lead to customer frustration and lost opportunities. Research from 15gifts claims nearly a quarter...

Twilio Segment and AWS team up to redefine customer personalization 

Twilio has announced the public beta launch of Linked Audiences for Amazon Redshift. This will help Twilio Segment and AWS users create more dynamic, data-rich audiences, enhance customer profiles, and scale personalized marketing efforts. “This builds on our existing Segment and...

Market Harborough Building Society pushes CX to the top of its agenda

Typically, building societies aren’t considered seething hotbeds of change. But Market Harborough Building Society (MHBS) has been shredding stereotypes as it overhauled its company culture and put customer experience at the centre of its business. The catalyst for change was market...

Conversational commerce surges on Black Friday

Infobip recorded an impressive 3.4 billion customer interactions this Black Friday on its platform, marking a 26% year-over-year increase. Messaging channels like SMS, Email, and WhatsApp led the way, contributing 1.8 billion interactions, up from 1.7 billion in 2023. Rich Communication...