Author: Sandra Radlovacki

Treasure Data Launches Enterprise AI Agents Built on Unified Customer Data

Customer data platform provider Treasure Data has expanded its AI Agent ecosystem to help enterprises deploy generative AI tools that are both powerful and safe to use at scale. Built on its core customer data platform and powered by Amazon...

Digital Grocery Loyalty Isn’t Keeping Up with Its 71% Adoption Rate

Online grocery shopping is now firmly part of American consumer behaviour: 71% of shoppers have done it, and half do it at least once a month. But a new survey from composable commerce provider VTEX shows that loyalty hasn’t caught...

PCI Pal Brings AI Fraud Detection to the Voice Channel

PCI Pal has launched a new Fraud Management Suite aimed at tackling card-not-present (CNP) fraud in contact centres, a growing problem as voice payments remain vulnerable compared to e-commerce. The first feature in the suite is real-time AI risk scoring for...

Public Sector Hold Times Now UK’s Biggest CX Headache, Beating Banks

Healthcare providers and government agencies have overtaken banks as the most frustrating organisations to reach by phone in the UK, according to a new survey by customer experience platform 8×8. Seventy-five percent of UK consumers say they often can’t get through...

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...