Tag: US

Calabrio unleashes AI solutions to elevate customer service and agent engagement

Calabrio has unveiled two new AI-driven tools—Auto QM and Trending Topics—to streamline the traditionally labour-intensive quality management process. These tools will provide contact centres with an efficient way to monitor, evaluate, and enhance customer interactions with a new level of...

Salesforce’s Agentforce: a new AI era for customer and employee experiences

Salesforce has announced Agentforce, the latest AI-driven feature that brings a more proactive and autonomous approach to customer experience (CX) and employee experience (EX). Aimed at maximising operational efficiency and enhancing interactions, Agentforce helps businesses deploy AI agents that can...

70% of US consumers make annual luxury purchases, driven by price and quality

According to recent research from LoopMe, 70% of US consumers purchase at least one luxury good or apparel each year. A significant one-third of these shoppers spend $1,000 or more on luxury items. Many shoppers see luxury shopping as a tactile...

Sustainability and wellness demand grows in U.S. and Canada grocery loyalty programmes

Eagle Eye’s recent survey of grocery shoppers across the U.S. and Canada shows evolving consumer priorities around sustainability, health, and rewards and highlights a gap in current loyalty programmes that could be costing retailers a competitive edge. The study, which...

Freshworks unveils new tool for enhanced CX and EX

Freshworks has announced Freddy AI Agent, an autonomous service tool designed to elevate customer (CX) and employee experiences (EX). Freddy AI Agent is engineered for fast, seamless deployment, enabling businesses to install the agent in minutes without extensive coding or...

Trust and security concerns are shaping the future of social commerce

New research from AfterShip and Ipsos sheds light on the factors shaping consumer behaviours on social commerce platforms like TikTok Shop and Instagram Shopping. According to AfterShip’s inaugural Shopper Sentiment Report, trust and security remain key issues for many consumers,...

Authenticx launches AI assistant that revolutionises insights for healthcare

Healthcare conversation intelligence platform Authenticx has launched Ava, an AI-powered in-app assistant that helps users efficiently answer key business questions and generate actionable insights from their data. The AI assistant can analyse call transcripts, interpret correlations between AI models, and provide...

Retailers gear op with 500,000 hires for a strong holiday season

The National Retail Federation (NRF) predicts a solid growth in U.S. holiday spending for 2024, with sales projected to rise between 2.5% and 3.5% compared to last year’s numbers. This year’s total holiday spending is expected to reach between $979.5...

AI maturity lags in 60% of contact centres, new survey finds

According to UJET’s latest survey, 60% of contact centre AI deployments fall into the “low maturity” category. The study showed that low-maturity implementations focus mainly on cost control and efficiency rather than fully leveraging AI’s potential to enhance customer experiences...

70% of shoppers turn to social media for holiday shopping inspiration

As the holiday shopping season approaches, social media platforms are expected to significantly influence consumer behaviours and brand engagement. A recent survey from Sprout Social encompassing US and UK insights shows that over 70% of shoppers rely on platforms like...