Fake Returns Are Costing Retailers £29 Million

Online returns have become a normal part of shopping and a quiet drain on the retailers who handle them. New research suggests that a meaningful share of what comes back is not what it claims to be, and that most...

Bad Messaging Is Sending Customers Running and AI Is Not Saving the Day

Send a customer one badly worded message too many and they will not stick around to read the next one. Poor communications now drive most people to walk away from their providers, and the AI meant to smooth things over...

Alvaria Embeds Parloa AI Agents into Compliant Outbound Outreach

Alvaria and Parloa have integrated their platforms to give enterprises in regulated sectors a way to run multilingual AI voice and chat agents across outbound outreach without loosening compliance controls. Alvaria has embedded Parloa’s agentic AI into the Alvaria Intelligence...

Knowing a Brand No Longer Means Choosing It

For as long as marketing has had a budget, the theory held firm: recognition does the heavy lifting. Get a customer to know your brand, trust it, and recall it at the moment of need, and the purchase tends to...

Dialpad Surfaces Calls Inside Google Workspace So Teams Skip the CRM

Dialpad customer conversations will now flow directly into Google’s Gemini Enterprise and Workspace apps, letting teams pull insights from call transcripts and interaction history in plain language without opening a CRM, the AI customer experience vendor has announced. The integration brings...

12 AI Quality Assurance Tools That Help Improve Customer Experience

Most contact centres still run quality assurance programmes like it’s 2009. A few calls get sampled, somebody fills out a form, an agent gets a score, and everyone pretends that represents reality. Manual QA usually touches a tiny number of...

These Are the Real-Time CX Signals That Show Churn Before It Happens

Relying on traditional CX metrics to figure out how you should improve customer experience is like trying to figure out what went into a meal based on taste alone. You might recognise a few ingredients, but you’ll never figure out...

HubSpot Folds Quote-to-Cash into its CRM with New Revenue Hub

HubSpot has brought quoting, contracts, billing, and payments into its CRM through Revenue Hub, a product that unifies revenue data with the customer records sales and service teams already use. The launch answers a problem HubSpot found across go-to-market teams, in...

79% of Customers Would Ditch a Brand for a Faster Rival

Artificial intelligence has worked its way into nearly every stage of the consumer buying journey, yet the moment that wins or loses a sale still comes down to something simpler: speed. Most brands are too slow when it comes to...

Glia’s New AI Takes On Outreach Banks Can’t Do by Hand

Community banks and credit unions can now offload the outbound calls and texts they have never had the staff to make by hand, after Glia launched Glia AI Outreach, an automated voice and SMS tool that reaches customers about events...

Digital Customer Engagement Essentials: The Strategy Layers that Customers Notice

The majority of brands think they’re doing a decent job with digital customer engagement. They’re embracing channels all over the place, jumping on social media, community forums, even things like RCS and WhatsApp. But for a lot of customers, the...

Salesforce Buys Fin for $3.6 Billion, Adding a Fast-Deploy Customer AI Agent to Agentforce

Salesforce has agreed to buy Fin, the AI customer agent company formerly known as Intercom, for about $3.6 billion, giving the CRM company a ready-made support agent to sell next to its own AI platform. The deal is expected to...