Author: Angelina Maksimovic

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...

Move Over Google: Gen Z’s New Shopping BFF is AI

A new report shows that younger consumers are rapidly embracing artificial intelligence as a trusted partner in their shopping journey. According to Commerce and Future Commerce’s New Modes: How AI is Shaping New Commerce Contexts and Expectations report, one in...

New Chatmeter Integrations Give Restaurants a 360° View of Delivery Experiences

Chatmeter has unveiled new integrations with Uber Eats, DoorDash, and GrubHub that give restaurants the ability to monitor and respond to delivery reviews directly within the Chatmeter platform. The move connects delivery feedback with broader reputation strategies for the first...

Gartner: By 2028, Every Fortune 500 Will Still Rely on Human Customer Service

Despite predictions that artificial intelligence would replace entire customer service departments, a new Gartner study makes it clear: human agents aren’t going anywhere. By 2028, none of the Fortune 500 companies will have fully eliminated human customer service staff. The...

8×8 Partners with ULAP Networks to Break Down Global Connectivity Barriers

8×8 has announced a strategic partnership with ULAP Networks, a global cloud infrastructure and connectivity company known for sovereign-ready, compliance-driven services. The collaboration is designed to expand access to hard-to-reach markets while delivering seamless, reliable connectivity for organisations operating across...