Tag: Customer Experience

Revolutionising customer support: How AI, automation, and predictive insights are shaping the future

Customer support isn’t just a cost centre anymore. It’s now a key driver of growth, thanks to AI and automation. Here’s how it’s happening.Customer support is evolving fast. What was once considered a cost centre is now a powerful growth...

Brands losing consumers, maternity claim dismissed, and robots beating grads to jobs

Trend-chasing brands are losing consumer trust A shocking one-third of consumers find it embarrassing when brands chase viral trends, yet 93% expect them to stay culturally relevant. Sprout Social’s 2025 Index reveals that authenticity and originality set standout brands apart—trend-chasing alone...

Dovetail streamlines CX reporting with AI

Dovetail is aiming to slash the time it takes organisations to identify customer experience (CX) problems, solve them and close the loop. By integrating artificial intelligence features throughout its product suite, the vendor claims to enable companies to rapidly compile...

The end of brand loyalty? Why 57% of shoppers are no longer committed

More than half of U.S. shoppers (57%) no longer consider themselves loyal to any particular consumer product (CP) brands, including food, beverages, and personal care items. According to SAP Emarsys, this shift highlights a challenge for brands in an era...

InMoment unveils new tool for smarter reputation management  

InMoment has introduced Competitor Intelligence, a tool designed to revolutionise how businesses analyse competitor reviews and gain a strategic edge. This AI-driven solution transforms raw review data into clear, actionable insights, helping brands identify their rivals’ strengths, weaknesses, and opportunities...

Love and spending are in the air: Valentine’s Day sales to hit record $27.5 billion

This Valentine’s Day, consumers are set to spend a record $27.5 billion, surpassing last year’s $25.8 billion and exceeding the previous all-time high of $27.4 billion set in 2020. According to the latest survey from the National Retail Federation (NRF)...

Brands must break up with influencers in 2025

The value of influencers is increasingly under question. A string of seemingly random promotions across social media by tenuously connected celebrities add little value. Suggesting now is the time for action, the new consumer Brand Love Index recommends brands must...

Three artificial intelligence in customer experience trends for 2025

As 2025 kicks into gear, it’s clear that last year was pivotal for customer experience (CX). Generative artificial intelligence (GAI) continued to monopolise attention, making bold promises for the way businesses interact with customers. While some AI early adopters saw gains, others struggled...

This week in CX: AI, work week changes, and new shopping habits

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been diving into exciting topics like the future of AI in 2025, the potential of a 4-day work week, and US workers’ plans for the...

Customer experience crisis in banking

Banks are struggling to stand out in a fiercely competitive market where tight margins leave little room for error. Despite significant investment in AI-driven apps and digital tools, many of these innovations have failed to resonate with customers, often making...