Author: Sandra Radlovacki

Survey Finds Hidden Costs Are Retail’s Fastest Way to Lose Customers

If there’s one thing guaranteed to make U.S. shoppers walk away, it’s hidden costs. According to Akeneo’s 2025 B2C Survey, around 60% of Americans say they’ve abandoned purchases after discovering unclear or misleading pricing, making surprise fees and vague charges...

AI Is Everywhere in Banking Contact Centres, Except in the Metrics That Matter

If 75% of banking contact centres already use AI, why are only 27% measuring its business impact? A new study from Glia, conducted with analyst firm Metric Sherpa, reveals that 90% of banking leaders now view the contact centre as a...

LivePerson and AWS Integration Lets Brands Simplify Customer Service and Cut Costs

LivePerson is teaming up with Amazon Web Services (AWS) to bring together its digital contact centre platform with Amazon Connect, AWS’s AI-powered cloud contact centre solution. The integration gives brands a single interface to manage all customer interactions, like voice,...

Procedureflow and Laivly Partner to Bring AI and Visual Guidance to Contact Centres

Knowledge management firm Procedureflow and artificial intelligence company Laivly have formed a partnership to improve the way contact centres operate. The goal is to make customer support faster, more accurate, and more consistent. Procedureflow provides visual knowledge management software that guides...

Workday Acquires Paradox, the AI Candidate Assistant That Speeds Hiring for Frontline Roles

Workday has signed a definitive agreement to acquire Paradox, a company that uses AI-powered conversational agents to transform the job application experience, particularly for high-volume frontline positions. The deal gives Workday a unified, AI-driven talent suite capable of managing recruitment and...

High Costs and Data Gaps Stall Retail’s AI Drive for Better CX, Report Reveals

Retailers are investing significant resources in artificial intelligence, but many are discovering that the path to enhanced customer experiences is slower and more complex than anticipated. The 2025 State of AI in Retail report from Amperity shows that adoption is already...

Deepgram Strikes Multi-Year Deal with AWS to Scale Generative Voice AI

Enterprise voice AI company Deepgram has signed a multi-year agreement with Amazon Web Services (AWS) to bring voice AI tools to more businesses worldwide. The deal focuses on making it easier for companies to adopt generative voice technology at scale,...

The End of Hold Music? CallMiner’s OmniAgent Takes the Call

CallMiner has introduced OmniAgent, an AI-powered virtual agent designed to automate conversations across voice, chat, and email, offering businesses a new approach to scaling service without sacrificing quality. The launch follows CallMiner’s acquisition of VOCALLS and marks a move toward blending...

Americans Hunt Deals, Cut Back, and Switch Brands to Combat Tariffs Effect

August 2025 sees U.S. consumers navigating a retail environment increasingly defined by tariffs, inflation, and heightened price sensitivity. A recent survey by Wunderkind reveals how these economic pressures are changing shopping habits, brand loyalty, and online behaviours across demographics. Over half...

The Dos and Don’ts of Modern Office Etiquette

Workplace etiquette isn’t as rigid as it once was. While expectations evolve with industry norms, generational differences, and company culture, a basic code of conduct still matters. Dress codes may have relaxed, but the way you communicate, collaborate, and show...