Author: Angelina Maksimovic

This Week in CX: Where AI, Gen Z, and Trust Collide

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored agentic AI in CX, Gen Z putting life on hold for financial security, smarter employee listening strategies, and how AI-powered verification is boosting trust...

Balancing Dreams and Dollars in Today’s Economy

A recent U.S. Bank survey reveals that many Americans are taking responsible steps with their finances—budgeting, investing, cutting back on extras, and even creating financial plans. Yet, despite these smart habits, most feel as though their progress is slipping further...

AI Blind Spots: 85% of Enterprises Fear They Have Just 18 Months to Catch Up

Enterprises are racing headfirst into artificial intelligence. By the end of 2025, AI investments are expected to hit $644 billion, yet the business case for these massive bets remains shaky. According to the Larridin 2025 State of Enterprise AI Report,...

Sorry, Mom: AI Wins When It Comes to Choosing Outfits

Nearly half of shoppers (45%) say they don’t care if a product recommendation comes from a human or from AI, as long as it fits their needs. That’s one of the headline findings from the State of Ecommerce 2025...

CallTower Unveils Ascend Teams Contact Center: A New Era of CCaaS Innovation

CallTower has announced the release of its latest solution: Ascend Teams Contact Centre. Built to support the evolving requirements of today’s enterprises, this next-generation platform enables organisations to deliver superior customer interactions, optimise workflows, and gain actionable business intelligence—all directly...

This Week in CX: AI Challenges, Gen Z Habits, BNPL Risks

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored why CX leaders still struggle to turn AI investments into results, why more than half of Gen Z check employer social media before applying,...

Taken for Granted: 84% of Healthcare Workers Say They’re Burnt Out

Most (84%) healthcare workers say they feel taken for granted. More than half admit they are actively considering a job change within the next year. These aren’t just numbers on a page, but a brewing crisis for America’s healthcare system....

Sephora Partners with Uber Eats to Deliver Beauty On-Demand 

Uber and Sephora have teamed up to make beauty shopping faster and more convenient than ever. Beginning today, shoppers across the U.S. and Canada can order from hundreds of Sephora locations through Uber Eats, with delivery arriving in as little...

From Free Shipping to Flexible Returns: The New Rules of Retail

Nearly 3 out of 4 U.S. shoppers plan to split their 2025 holiday spending between online and in-store channels, according to Ryder System’s study. The report tracks how Americans’ shopping behaviours and expectations are shifting year over year, and for...

CX Leaders Love AI, So Why Can’t They Make It Work?

Most (96%) of customer experience (CX) leaders worldwide now see artificial intelligence, spanning generative AI and agentic AI, as a cornerstone of their strategy, a sharp rise from 87% last year, according to CallMiner’s newly released 2025 CX Landscape Report...