This Week in CX: Retail, Travel & Healthcare Get an AI Upgrade

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how AI-driven innovations and strategic partnerships are reshaping customer experience, healthcare, travel, and retail to deliver smarter, faster, and more impactful results. We’re also discussing...

Gen Z Is Using AI at Work, They’re Just Not Telling You

For today’s digital-native workforce, AI has quickly become a go-to productivity booster. According to new findings from the 2025 Cox Business Workplace Technology Survey, Millennials and Gen Z employees are using AI agents regularly, whether it’s summarising meetings, generating ideas,...

LivePerson Elevates Customer Journeys with Google Cloud’s LLM and AI Tools

LivePerson has announced an expanded partnership with Google Cloud aimed at delivering a new era of intelligent customer experiences. Through this deepened collaboration, LivePerson will integrate Google Cloud’s latest AI technologies, such as Gemini 2.5 and Vertex AI, into its...

RingCentral Contact Center Gets a Boost with NiCE CXone Mpower Integration

RingCentral has announced a multi-year extension of its long-standing alliance with NiCE to deliver integrated, AI-first solutions for businesses looking to modernise and scale their customer experience operations. Under the renewed agreement, RingCentral will continue to provide RingCentral Contact Centre, an...

Generative AI: The Smartest Travel Companion of Summer 2025

Generative AI has entered the travel chat, and it’s making waves. According to new Qlik research, many vacationers are embracing generative AI as a trusted travel companion. The findings point to a broader shift in how people make decisions, not...

Press Ganey and UKG Partner to Improve Nurse Well-Being and Patient Safety

Press Ganey has announced a new partnership with UKG to integrate UKG Pro Workforce Management directly with Press Ganey’s National Database of Nursing Quality Indicators (NDNQI)—the nation’s largest source for nursing-sensitive benchmarking data. This integration helps hospitals and health systems make...

EXL Partners with Genesys to Power Smarter, More Predictive Contact Centres

EXL and Genesys have announced a strategic partnership aimed at revolutionising customer engagement by combining EXL’s deep expertise in data and AI with Genesys’ powerful cloud-based experience orchestration platform. The collaboration will help businesses tap into real-time insights and deliver...

ASAPP Levels Up Contact Center AI with New Accuracy and Trust Tools

ASAPP has unveiled major updates to its flagship product, GenerativeAgent—an AI voice and chat agent designed to handle complex, multi-step conversations. With this expansion, ASAPP offers tools that strike the right balance between automation at scale and the human oversight...

Want More Productive Employees? Fix Your Health Benefits First

Many UK employees aren’t taking advantage of workplace health benefits, with over a third (34%) saying they simply don’t use them. According to new research by Simplyhealth, more than half of those who do use their benefits face frustrating barriers,...

Digital Ad Overload? Southeast Asia Wants Smarter, More Relevant Campaigns

A new regional study from The Trade Desk reveals that 66% of Southeast Asian consumers are ignoring repetitive ads shown on the same channel, signalling a major problem with how brands are managing media strategies. The report argues that siloed,...

TTEC Boosts Financial Wellness for U.S. Employees with DailyPay Integration

TTEC Holdings has announced a new partnership with DailyPay to bring real-time wage access to TTEC’s U.S.-based employees, providing financial flexibility and support in an economy where every dollar counts. With the addition of DailyPay to its employee benefits suite, TTEC...

Robots in Aisle 4? Shoppers Aren’t Sold on Retail Tech Yet

A new consumer study from SPAR Group reveals a simple but powerful truth about in-store shopping: if products aren’t available, shoppers won’t stick around. According to the 2025 SPAR Consumer Survey, 74% of shoppers cite product availability as their top...