Author: Angelina Maksimovic

This Week in CX: Rethinking Loyalty and AI in the Age of Gen Z

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how loyalty programs are evolving for Gen Z, the rise of digital-first service technologies, and the surprising gaps in AI adoption within banking contact...

Shadow AI is Everywhere: Are Your Employees Flying Blind?

As many as 78% of employees are using AI tools not provided by their employer, according to WalkMe’s second annual AI in the Workplace Survey. More than half (51%) report receiving conflicting guidance on when or how to use AI,...

Loyalty Programs Are Making a Comeback With Gen Z

“Economic pressure is the spark, but emotional connection is the fuel,” Craig Crisler, CEO of SupportNinja told Customer Experience Magazine. Generation Z has long carried the reputation of being the least loyal consumer cohort. With infinite options at their fingertips...

ShiftMed and TELUS Digital Bring AI Innovation to Healthcare Staffing

ShiftMed has partnered with TELUS Digital to help healthcare systems strengthen margins and streamline workforce operations by combining ShiftMed’s AI-driven staffing platform with TELUS Digital’s deep expertise in customised integrations and scalable digital solutions. By uniting their strengths, the companies will...

Consumers Will Pay More for Brands They Trust, New CX Study Shows

According to a new Press Ganey Forsta survey, customer trust is the new currency of loyalty. Based on feedback from consumers in the US and UK, the report examines how brand trust, data use, and AI adoption are influencing customer...

Digital-First Service Technologies on Track to Surpass Traditional Channels

Digital-first customer service tools are rapidly becoming the cornerstone of customer support strategies, according to new research from Gartner. Within the next two years, technologies such as live chat, self-service portals, and knowledge management systems are expected to outpace traditional...

RingCentral Steps Up to the Plate as the Chicago Cubs’ Official Cloud Communications Partner

RingCentral has announced a new partnership with the Chicago Cubs, becoming the team’s official cloud-based communications partner. The collaboration will transform how the Cubs connect with their millions of fans and how the organisation collaborates behind the scenes. As part of...

Meetings Don’t Need Another Agenda. They Need Energy

For years, companies have tried to “fix” meetings with better agendas, clearer purposes, and tighter time management. But a new survey from Funmentum Labs reveals that the real missing ingredient isn’t productivity or preparation, it’s energy. The numbers paint a stark...

Thoma Bravo to Acquire Verint in $2B Deal

Thoma Bravo has signed a definitive agreement to acquire Verint in an all-cash transaction valued at $2 billion. The deal, unanimously approved by Verint’s Board of Directors, is expected to close by early 2026, pending shareholder approval, regulatory clearances, and...

China’s Gen Z is Building an Emotional Economy

According to a new report by China.org.cn, 64% of Chinese consumers say they buy for emotional fulfilment rather than just practicality, and the generation leading the charge is Gen Z. Although they make up just over 15% of China’s population,...