Tag: CX news

Great in-store retail experience… so why is the website so bad?

Have you ever walked into a store and felt transported? It might have been the intoxicating scent, the unexpected decor, or the labyrinth-like layout. But that magic often disappears when you visit a brand’s website, despite increased investment in digital brand...

This week in CX: Investing in AI is the key to future-proofing retail

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been exploring the impact of AI on the shopping experience, as well as the role of social media in today’s competitive market. We’re also discussing...

The dentist’s chair or waiting for a refund? Many Americans prefer the drill over the delay

A new report reveals the growing frustration among U.S. consumers with outdated refund systems, with 37% saying they would rather endure a trip to the dentist than wait seven days for a refund. The study, Where Is My Refund? Understanding...

Retailers turn to mobile apps to address labour shortage

With technology playing an increasingly central role in shifting consumer expectations and persistent labour challenges, retailers are focusing on innovative solutions, such as mobile apps, to stay competitive and meet market demands. According to the 2025 Connected Retail Experience Study, conducted...

CallTower acquires CCaaS provider Inoria

CallTower has announced the acquisition of Inoria, a Canada-based CCaaS provider. This marks another step in CallTower’s pursuit of delivering CCaaS solutions while enhancing its customer experience (CX) and Conversational Artificial Intelligence (CAI) offerings worldwide. “This acquisition offers our combined customers...

Cost of bad customer experiences hits $3.8 trillion, claims Qualtrics

There’s an almost never ending stream of reports talking about the dire state of customer experience. The 2025 Consumer Trends Report from Qualtrics doesn’t break the trend, predicting that a titanic $3.8 trillion dollars is at risk from bad customer...

AI-powered autonomy set to transform business and customer engagement

The rise of AI-powered autonomy is reshaping how businesses operate, innovate, and engage with customers, according to Accenture Technology Vision 2025 research report. The 25th edition of Accenture’s annual report reveals that the era of AI-driven digitisation is unfolding at...

Text message offers drive purchases for 86% of consumers

For brands aiming to connect with consumers, there’s no channel more personal or effective than the mobile phone. Recent findings from Vibes’ 8th annual Consumer Insights survey reveal just how central SMS and digital wallets have become in shaping shopping...

AI unlocks 8% revenue boost in grocery e-commerce

Retailers leveraging AI-powered connected retail strategies can unlock an impressive 8% growth in e-commerce revenue, according to SymphonyAI’s latest grocery e-commerce study. The comprehensive analysis, based on 1.3 billion transactions from 72 million households over six months, highlights how advanced...

AI vs UI: which is the real revolution for user experience?

The term “AI revolution” has shifted from buzzword to reality in the last two years, inspiring technologists, businesses and customers with the possibilities. From chatbots that can reply to customer emails to algorithms that personalise shopping recommendations, AI is changing...