Author: Sandra Radlovacki

NiCE to Acquire Cognigy for $955M to Build Unified AI Platform for Customer Experience

NiCE has signed a definitive agreement to acquire conversational AI company Cognigy in a deal valued at approximately $955 million. The acquisition combines NiCE’s CXone Mpower platform with Cognigy’s conversational and agentic AI capabilities to accelerate the adoption of AI-first...

Travelers Turn to EVs and Digital Payments to Save Money

New data from CarTrawler shows that summer travellers are increasingly renting electric vehicles and using digital payment methods in a bid to reduce costs and gain more flexibility.According to the Q2 2025 Car Rental Market Monitor, rental demand in the...

AI Gains Ground in Purchases but Phone Calls Still Rule for Help

Consumers are warming up to AI in the buyer journey, but they draw the line at losing access to real people, according to new research from Invoca.The B2C Buyer Experience Report 2025, based on a survey of 1,000 consumers making...

71% of Consumers Are Fine with AI Support If It’s Upfront

AI might not be winning everyone’s trust just yet, but it’s definitely getting better at customer care, at least according to consumers. A new report from customer engagement platform Emplifi finds that 71% of people are satisfied with their AI-assisted...

Cimulate’s New Platform Trains AI Agents to Understand Shopper Intent

CommerceGPT, a new AI-native platform from Cimulate, is powering a new era of product discovery.Built from the ground up, the platform is designed for what Cimulate calls ‘agentic commerce’, a model driven by AI agents rather than human decision-making alone.The...

Workplace Friction Is Draining Productivity, Says New Dayforce Report

Poor communication, inefficient processes, and bloated tech stacks — all of these are creating workplace friction and steadily eroding productivity across industries.A new global report from Dayforce reveals that 88% of respondents experience some form of friction at work, preventing...

Wyndham Partners with Grubhub to Bring On-Demand Delivery to 6,000 Hotels

Wyndham Hotels & Resorts has announced a nationwide partnership with Grubhub, giving guests and hotel employees access to on-demand delivery of local food and everyday essentials at nearly 6,000 properties across the U.S.The rollout includes a complimentary six-month subscription to...

Is Google Losing Its Grip on How Consumers Discover Brands?

Consumers are choosing other ways to discover brands than using Google. They’re using AI or social media for all types of search – be it information, entertainment or hunting for new brands.A new report from Yext reveals 62% of global...

ADIB Is Setting a New Standard In Customer Listening

For Ma’en Rateb El‑Baz, Head of Customer Experience Factory at Abu Dhabi Islamic Bank (ADIB), customer experience is a collective commitment. Such a mindset helped the bank secure a silver win at the 2025 Gulf Customer Experience Awards in the...

Patients Trust Hospitals That Get the Basics Right

In a complex care environment, patient loyalty still hinges on simple truths like feeling safe, being heard, and seeing care teams work together.A new report from Press Ganey, based on 10.5 million patient encounters, shows that health systems delivering on...