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AI Takes the Reins as Retailers Prep for a Tough Holiday Season

Last year’s Black Friday rush exposed a few cracks in the system. Some online retailers ran out of stock too soon, while others couldn’t keep up with orders or saw their AI tools fail at the worst possible time. According...

Event Report: Engage Customer Experience Summit, London

This week’s CXM day out saw us take to the leafy autumnal peace of Battersea Park where, in between the trees emerges Evolution, for Engage Customer’s latest event. Set in an events space crammed with customer experience brands and seven...

This Week in CX: From Broken CX to Human-Centered Experiences

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored CX and culture, covering Ian Fishwick’s leadership lessons, broken CX in organisations, trust in search, human-focused insurance with LV’s Chloe Stuttard, and AI project...

Zoom Phone Surpasses 10 Million Seats, Cementing AI-First Approach to Business Communication

Zoom Phone has officially surpassed 10 million seats globally, marking a major milestone for the company’s cloud telephony solution. Since its 2019 launch, Zoom Phone has become one of the fastest-growing cloud-based phone systems, reflecting a move from legacy PBX...

Retailers Find Growth in Letting Customers Pay Their Own Way

Retailers are learning that the fastest way to grow might not be through new products or promotions. Instead, it’s letting customers pay however they want. A global study from ACI Worldwide and Payments Dive finds that 65% of retailers say offering...

AI Eases Burnout on the Frontline but Fuels a Different Kind of Stress

Frontline employees who regularly use AI are feeling less burned out than their peers, but that relief comes with a dose of anxiety about what the technology means for their future. A new global study from UKG, conducted with Workplace Intelligence,...

Gartner Highlights the Most Valuable AI Use Cases for Customer Service

Gartner’s HR Symposium/Xpo series is kicking off in London today. Taking in stops at Florida and Sydney over the next few weeks. An invaluable resource for HR leadership teams to reimagine their strategies, nudged by Gartner’s research. There’s plenty of...

Zendesk Adds Voice AI and Video Support to Speed Service

Zendesk has introduced major updates to its Resolution Platform, adding voice AI and video support to help service teams work faster and more effectively. The enhancements, announced at the company’s AI Summit, cover customer service, employee support, and contact centre...

Only 11% of U.S. Consumers Trust Their First Search

When a U.S. consumer types in a query, chances are high that the answer won’t come from just one source. In fact, a new study by Yext reveals just how fragmented the path to purchase has become in America and...

SAP Emarsys’ Customer Loyalty Index Shows Trend Loyalty is Here to Stay, Briefly

For every company that talks a good loyalty story, their hyper-focus on churn and pleading attempts to retention suggest that, even for confident brands, their concern over blind customer allegiance is growing. Data from SAP Emarsys’ only reinforces that notion....