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When Gen Z Speaks, Contact Centres Should Listen

Contact centres are staffed by dedicated professionals from across the generational spectrum. According to a recent study, 86% of Gen Z workers—currently the youngest demographic slice—say a sense of purpose is essential to job satisfaction, and nearly half would turn...

Fixing Broken Links in Retail’s Mobile Customer Service Chain

When a purchase goes wrong, mobile customer service often becomes the lifeline between a shopper and the brand. At its best, it can resolve issues in minutes; at its worst, it leaves customers stuck in a loop of delays and...

UK Doctors Burning Out as Training Struggles and Workload Collide

Almost a quarter (23%) of UK doctors took time off in 2024 due to stress, nearly double the proportion recorded just five years ago, according to new figures from the General Medical Council (GMC). While the proportion at high risk...

Report Reveals AI Becomes the New Middleman in Shopping

Shoppers are no longer starting their buying journey on Google or brand websites. Instead, they are turning to AI to help them choose—and decide—on their next best purchase. More often than not, brands hardly get the chance to influence their...

Gen Z and Millennials Plan to Spend Big on Travel This Summer

According to the 2025 Summer Savings Survey by CIT Bank and Harris Poll, 33% of Americans say they’re actively saving for a vacation this year, beating out other major financial goals like emergency funds (30%), new cars (26%), and home...

OpenAI Launches GPT-5: Faster, Smarter, and More Human-Like

OpenAI has launched GPT-5, its most advanced and capable AI model to date, marking what CEO Sam Altman calls a “PhD-level” leap in intelligence. The latest model, launched on August 7, 2025, is faster, smarter, and more useful than any...

Kustomer Lands $30M Series B to Scale AI Agents for Smarter Customer Support

Kustomer has secured a $30 million Series B funding round led by Norwest, with continued investment from Battery Ventures, Redpoint Ventures, and Boldstart Ventures. This fresh capital will fuel the company’s ambitious AI product roadmap, accelerate platform innovation, and support...

Most Companies Aren’t Ready to Govern the AI They’re Deploying

As agentic AI rapidly moves into the customer experience mainstream, most businesses are pressing ahead without the safeguards needed to manage it responsibly. According to a new global study released by Genesys, there is a widening gap between AI adoption...

Feefo Celebrates the Power of Customer Reviews

Customer reviews continue to grow in authority, and their value to businesses and marketers is taking off even faster. Verified reviews and insights platform Feefo, is celebrating that value with a new campaign to champion one of the powerful, yet...

Sprout Social Integrates Instagram and WhatsApp into Salesforce for Smarter CX

Sprout Social has expanded its partnership with Salesforce, introducing a new integration that brings Instagram, LinkedIn, X (formerly Twitter), Facebook Messenger, and WhatsApp into Salesforce’s Digital Engagement platform. The move makes Sprout the first social media management provider to connect...