Author: Sandra Radlovacki

(Almost) Nothing Beats an In-Store Experience

Online shopping may be convenient, but for most consumers, it still can’t replace the feeling of walking into a store. According to Chatmeter’s 2025 In-Store Specialty Retail Report, 91% of shoppers say digital channels don’t compare to the in-store experience,...

AI Pushes IT Out of the Shadows and Into the Driver’s Seat, Says Zendesk

For years, employees braced themselves before contacting IT, dreading long wait times, repetitive questions, and the chance their problem wouldn’t be solved quickly. Zendesk’s latest IT Report suggests those days may be numbered. Artificial intelligence is moving IT leaders into...

Easy Cancellations Could be the New Loyalty Strategy in Subscriptions

When was the last time you cancelled a subscription — and then came back later? The option to pause or leave without hassle is exactly what convinces many consumers to stay loyal in the first place. According to Chargebee’s 2025 Global...

91% of Gen Z Put Life on Hold Until They Earn Enough

Buying a first home, starting a family, or committing to other major milestones once marked the natural progression of early adulthood. Yet for Gen Z, those decisions increasingly come with a price tag attached. New findings from SurveyMonkey’s 2025 Workplace...

AWS and SAP Team Up to Bring Sovereign Cloud Capabilities to Europe

Amazon Web Services (AWS) and SAP have expanded their collaboration to deliver SAP Sovereign Cloud capabilities on the new AWS European Sovereign Cloud. Backed by a planned €7.8 billion investment, this initiative aims to give European organisations, particularly in the...

Workers Now Value Control Over When They Work More Than Where

The long-running debate about where employees should work may finally be giving way to a new conversation: when work gets done. According to Owl Labs’ newly released 2025 State of Hybrid Work Report, schedule flexibility has become the defining workplace...

UserTesting Rolls Out AI-Powered Verification to Bolster Trust in Customer Insights

UserTesting has introduced a new AI-driven fraud prevention capability, UserTesting Verified, aimed at helping enterprises ensure their customer research is based on genuine human feedback. The system blends machine learning with geolocation technology to improve data reliability, reduce fraudulent participation,...

Five9: Agentic AI Isn’t the Future of CX, It’s Already Here

AI in the contact centre has moved from hype to measurable outcomes. After years of experimentation and small-scale pilots, many organisations are now committing to enterprise-wide deployments. Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9, believes the timing...

Zoomtopia 2025: AI Companion 3.0, Bringing Agentic AI to Work and Customer Experience

Zoom announced the arrival of AI Companion 3.0, the latest iteration of its intelligent assistant designed to weave agentic AI across every corner of its platform, at its flagship event, Zoomtopia 2025. More than just an assistant, AI Companion 3.0 is...

NatWest Proves Listening to Employees Pays Off at the UK Employee Experience Awards ’25

NatWest has been recognised with the gold award in the Best Employee Insight & Feedback category at the UK Employee Experience Awards 2025. The win reflects how the bank listens to its 63,000 employees across the globe and translates their...