Author: Sandra Radlovacki

Over 8,000 Breaches Show Cybersecurity Struggling to Contain AI Risk

More than 8,000 global data breaches in the first half of 2025, exposing an estimated 345 million records, are not only a security headline but a customer experience warning signal. Experian’s newly released 2026 Data Breach Industry Forecast reveals that...

Jo Malone London Tests AI in Digital Fragrance Consultations

Buying fragrance online has long been one of retail’s hardest experience problems to solve. Without scent strips, samples or face-to-face consultation, consumers are often left guessing, especially first-time buyers unsure how to translate emotion or personal taste into a bottle...

The AI Satisfaction Illusion: Leadership vs Reality

Most companies deploying conversational AI seem convinced they’ve cracked the customer experience puzzle. Internally, the story looks reassuring. Containment rates are up, response times are down, and automation volumes keep rising. Twilio’s latest global research shows 90% of business leaders...

US Senator Calls for Federal Investigation into Shein and Temu over Counterfeit Goods

A U.S. Republican senator has called on federal authorities to open a formal investigation into fast-growing online retailers Shein and Temu, escalating regulatory scrutiny over alleged intellectual property violations and the sale of counterfeit goods. Senator Tom Cotton of Arkansas has...

AWS Takes Aim at Healthcare’s Scheduling Chaos with Agentic AI

Amazon Web Services (AWS) has introduced a preview of new agentic AI capabilities in Amazon Connect aimed squarely at one of healthcare’s most persistent CX problems, which is appointment scheduling. According to figures referenced by AWS, 89% of patients say difficulties...

AI Arrived in Retail. Did Better CX Come With It?

AI in retail arrived at full speed. Shoppers now use AI to research products, compare prices, browse reviews and hunt deals, yet a simple question still hangs in the air: has any of this actually made shopping better? New UK research...

Accessibility Is the Biggest Conversion Problem Costing Europe Millions

Europe’s online retail sector has a conversion problem few brands want to talk about. The real issue sits much earlier in the website journey: most e-commerce sites still can’t be used properly by the people who rely on assistive technologies. That...

Social Media Isn’t Fun Anymore. What Does That Mean for Brands?

Social media is no longer the guaranteed engagement engine it once was. Sure, many (usually younger) people are still using it to discover and buy things, but the initial thrill social media offered before has faded. New research from GWI for...

Travellers Expect Flexible Payments, Lufthansa Taps Klarna to Deliver It

Lufthansa Group is taking a significant step toward meeting travellers’ shifting payment expectations, launching a new partnership with Klarna to bring flexible payment options to customers across Europe and the United States. The move aligns closely with consumers increasingly steering...

AI Is Everywhere Except in Staff Training. It’s Time to Catch Up

You can’t walk into a workplace today without spotting AI somewhere in the background. Someone’s prompting a model for a quick draft, while others are summarising a spreadsheet. Customer service teams are relying on AI assistants to speed up replies. AI...