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UK retailers embrace WhatsApp and chatbots to improve customer service

British retailers are stepping up their customer service game, with messaging apps like WhatsApp and the growing use of chatbots reshaping how leading brands connect with shoppers. According to new research by CM.com, retailers that integrate WhatsApp into their customer...

8×8 expands presence in Ireland’s CX sector with CCMA gold sponsorship

8×8 is doubling down on its ambitions in Ireland by becoming a gold corporate sponsor of the Customer Contact Management Association (CCMA) Ireland for 2025. The partnership signals more than just brand presence, it’s a bid to cement 8×8’s influence...

Chatty customers? Oracle and Infobip now made it easier to keep up

To keep up with the rising demand for instant, seamless communication, Infobip has deepened its ties with Oracle, promising businesses a faster route to global conversations via channels like WhatsApp, RCS, and SMS.The move centres on a new Omnichannel Messaging...

IntelePeer SmartAnalytics records it all: New tool dissects every customer conversation

IntelePeer is turning up the volume of customer conversations and listening to every word. The company has launched SmartAnalytics, a new suite of tools designed to capture, transcribe, and analyse every customer interaction across AI agents and human reps, offering...

Foodies, fans, and first-class flyers: Mastercard reveals what’s fuelling global travel in 2025

The Mastercard Economics Institute (MEI) has unveiled its Travel Trends 2025 report, providing a deep dive into the forces shaping global tourism through the lens of aggregated consumer spending data. While macroeconomic factors like exchange rates and geopolitics still influence...

Australian banks go digital, SHEIN styles Aussie homes, and UK shoppers spend big over Easter

Australian banks prioritise customer experience amid digital transformation hurdlesAustralian banks are accelerating digital transformation to improve customer experience, as 73% acknowledge that current offerings are underwhelming. A Publicis Sapient study reveals agility (23%) and CX (19%) are top priorities, with...

CX fundamentals all CMOs must know

Customer experience is a key priority for many organizations: according to Gartner research, 57% of CEOs and CFOs view enhancing CX as a leading strategy to fuel growth in the next three to five years. CX needs an outside-in approach....

Americans slam brakes on spending as tariff jitters hit home

A fresh wave of economic anxiety is sweeping across the U.S., and this time, it’s about survival.According to new research from Reach3 Insights and Rival Technologies, over half of Americans are already planning to cut non-essential purchases as they brace...

Most small businesses can’t afford cybersecurity, report finds

A new report shows that while leaders of small and mid-sized businesses (SMBs) understand the need for stronger cybersecurity, many simply can’t afford to act on it, potentially leaving their businesses open to devastating attacks.Published today by fibre internet provider...

Accenture to acquire Yumemi, expanding digital product development in Japan

Accenture has announced plans to acquire Yumemi, a Japan-based digital services company, to expand its ability to quickly design, develop, and launch innovative digital products for clients. The move strengthens Accenture’s position in digital product development by combining Yumemi’s agile...