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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...

This Week in CX: Formulas for Success and Workforce Friction

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how retirement plans are getting reshaped, why is F1 such a big deal, and how can employees actually keep their productivity and heads up...

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...

Toyota Tops UK Car Customer Service Rankings

Every business wants to do well in customer ratings, but in a public-facing market, a good ranking can boost sales. Toyota is the highest ranked automotive organisation in the UK for customer service and trust.That’s according to the July UK...

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...

Exploring the Link Between Sustainability and Customer Satisfaction

Customer satisfaction is one of the most important elements of a successful business. It’s why companies invest so much into marketing to their target market, and researching industry trends to ensure they are staying ahead of the game and appealing...

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...

Wyndham Partners with Grubhub to Bring On-Demand Delivery to 6,000 Hotels

Wyndham Hotels & Resorts has announced a nationwide partnership with Grubhub, giving guests and hotel employees access to on-demand delivery of local food and everyday essentials at nearly 6,000 properties across the U.S.The rollout includes a complimentary six-month subscription to...

How Do Employees Really Feel About Retirement and Retention?

While most working Americans recognise the value of employer-sponsored retirement plans, fewer feel confident in their financial futures. A recent survey by Voya Financial revealed that 90% of benefits-eligible employees with a retirement plan understand the tax advantages of contributing,...

Freshworks Accelerates McLaren F1 Team as Official Partner

Leading the F1 Drivers and Constructors World Championships, McLaren sits at the top of the “pinnacle of motorsport.” And whether you like the sport or not, its marketing power attracts some of the biggest tech and business names on the...