Author: Sandra Radlovacki

Dear Customer, This Message Was (Probably) Written by AI

In 2025, nearly every business customers interact with will be using AI to communicate with them, whether they notice it or not. New research by customer engagement platform Sinch, which surveyed 1,600 business leaders and 2,800 consumers across sectors, including...

Instacart Turns Pinterest Pins into Purchases with New Retail Media Integration

Instacart and Pinterest are joining forces in a new retail media partnership that will bring shoppers even closer to their favourite items in the moment of inspiration. The collaboration will make Pinterest ads directly shoppable through Instacart, turning discovery into...

Why Agentic AI Systems Are the Next Big Shift in CX

In the current race to embed AI into every facet of business, one term is rapidly gaining traction in the customer experience (CX) space: agentic AI. While it may sound like yet another buzzword in the AI alphabet soup, there’s...

83% of European Workers Says No to American Office Culture

European professionals are pushing back hard against the spread of American corporate culture, with a new survey revealing deep concern over its influence on workplace norms, mental health, and labour protections. According to the Crosscurrents Work Culture Report by career...

Where Is AI Actually Moving the Needle in CX?

Customer experience is facing a reckoning. After years of investment in digital tools and AI, Forrester’s latest US Customer Experience Index shows CX quality is at its lowest point since tracking began. AI-driven chatbots, once heralded as the future, have...

Americans Hit with 4.8 Billion Robocalls in May, New Data Shows

Despite a slight monthly dip, robocalls in the U.S. surged more than 7% year-over-year in May 2025, and scam calls are leading the charge. According to YouMail’s latest Robocall Index, Americans received just over 4.8 billion robocalls last month. That’s roughly...

CallMiner Embeds Deep CX Analytics into Microsoft Dynamics 365

CallMiner is embedding its AI-powered conversation analytics directly into Microsoft Dynamics 365 Contact Center, giving service teams new tools to extract value from every customer interaction. This news comes on the heels of CallMiner’s recent acquisition of VOCALLS, a voice-first...

Retailers Push Price Hikes Even If It Costs Them Consumer Loyalty

Despite knowing full well that customers will be furious, most retail execs are still planning to raise prices. That’s the takeaway from a new report by First Insight, Tariffs & Trust: Why Retailers Risk Loyalty with Price Hikes, which reveals a...

Procter & Gamble to Cut 7,000 Jobs and Drop Brands in Major Restructuring

Procter & Gamble is cutting 7,000 jobs, about 6% of its global workforce, over the next two years as it embarks on a major restructuring plan aimed at weathering economic uncertainty and rising costs. The cuts, announced Thursday at the Deutsche...

25% of Employees Don’t Submit PTO Until the Last Minute

As businesses brace for the annual wave of summer vacations, new data from Paycom reveals a costly habit hiding in plain sight: 25 percent of U.S. employees don’t submit their PTO requests until the day they leave or even later. This...