Tag: CX news

CX pros struggle in the modern job market (but help is at hand)

Rick M is based in Milwaukee, Wisconsin. He is a CCXP, has worked on the CXPA’s Book of Knowledge and he’s been searching for a full time CX role for five years.“I was looking at online job ads this morning....

This week in CX: is hospitality getting customer experience right?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the reality of hospitality customer experience, AI in Steve Madden eCommerce, as well as the real impact of call centre agents.We’re also discussing new...

Survey reveals companies gamble on gen AI without enough testing

Businesses are throwing cash at AI development, but a new survey reveals a major flaw: they aren’t testing it enough.According to Applause’s latest State of Digital Quality in AI Survey, companies are rushing to build AI-powered tools, yet critical quality...

Self-managed fulfilment is stunting retail growth

A new survey from eCommerce solutions provider Radial reveals that 70% of fast-growing retail brands still handle fulfilment in-house, despite the growing challenges of scaling operations and meeting consumer expectations for speedy delivery.The study, which surveyed 200 retail decision-makers, found...

Global AI anxiety, fertility treatment concerns, and retail evolution

The U.S. tops global AI anxiety rankingsA study by ZeroBounce identifies the United States as the most AI-anxious country, with an AI Anxiety Score of 100 and 440K searches for AI job loss, despite a moderate 54.5% positive AI sentiment....

Consumers urged to delete 23andMe data as the company files for bankruptcy

New York Attorney General Letitia James has urged 23andMe customers to delete their genetic data, warning of potential privacy risks as the DNA testing firm files for bankruptcy. The company, which has amassed the genetic information of over 15 million...

The human toll: job cuts, AI stores, and frontline abuse

Frontline workers face increased abuse and stressA Perceptyx report reveals that 53% of frontline workers encounter verbally abusive or threatening customers, with retail workers most affected (61%). The study surveyed 21,000 employees and also highlights that 81% feel burned out,...

From stage to office: AI for theatre translation, flexible work for dog owners, and business optimisation

AI-powered live translation expands access to off-broadway theatre New York’s off-Broadway play Perfect Crime now offers live AI-powered translations, making performances accessible to non-English speakers. Audience members scan a QR code to select from 60 languages, listening via headphones while following...

This week in CX: the digital revolution in travel, finance & customer service

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we explore the evolving landscape of airport customer experience, the benefits and challenges of CX consulting, and how Zoom’s AI-driven workflows are transforming digital interactions.We’re also...

Verizon and Sinch join forces to make business messaging smarter

Sinch and Verizon are deepening their partnership to push Rich Communication Services (RCS) into the mainstream, expanding RCS for Business Messaging (RBM) to Verizon subscribers across the U.S.Announced at Enterprise Connect in Orlando, this move aims to accelerate the adoption...