Archives

What’s Fuelling Impulse Buys in 2025? Promotions, Displays & Instant Gratification

Even as economic caution grows among U.S. consumers, discretionary spending remains surprisingly resilient. According to a new report from Optimum Retailing, 72% of Americans made an unplanned in-store discretionary purchase within the past month. This trend persists despite nearly 7...

Vonage and AWS Launch Natural AI Voice Agents

Vonage has joined forces with Amazon Web Services (AWS) to redefine the future of voice interactions. The two companies announced a new integration that connects Amazon Nova Sonic, a speech-to-speech foundation model, with the Vonage Voice API, giving businesses access...

Dubai Airports’ Greet and Go Service Speeds Visitor Arrivals

Hanging around airports looking for your name on a sign, waiting for the Uber to turn up or finding your tour group remains one of travel’s more annoying aspects. To address the problem. Dubai Airports has launched DXB Greet &...

Welcome to the Frustration Economy: Mobile Users Are Over It

Mobile user frustration is hitting record highs in 2025, according to Fullstory’s newly released report. After analysing over 14 billion user sessions across industries like retail, financial services, food and beverage, travel, gambling, and software, the findings show that mobile...

Zendesk’s AI Now Writes, Watches, and Warns in Real Time

Zendesk is going all-in on AI again, this time rolling out a powerful batch of updates aimed at doing less talking and more resolving. The latest upgrades to its Resolution Platform include AI agents that can handle email, a historically...

How Gulf Brands Are Using AI to Cut Costs and Boost CX—All at Once

Artificial intelligence is already at work inside some of the most customer-focused brands in the Gulf. It’s not only taking on back-office tasks but on the frontlines as well: talking to customers, analysing what they say, and even predicting what...

Phishing Through AI? Hidden Email Prompts Can Trick Google’s Gemini

As AI tools have become integrated into our daily workflows, customer experience professionals must remain aware of emerging risks. One such concern has just come to light, as Google’s Gemini chatbot can potentially be manipulated to spread phishing attacks. Gemini, part...

Microsoft Teams Compliance Recording: From Obligation to Strategy

In today’s regulated, digital-first world, compliance isn’t optional, it’s mission-critical. From financial services to healthcare, organizations are required to capture and retain communications to meet growing legal, regulatory, and industry standards. Alexander Grafetsberger, MD UK at Luware, explores the evolving...

Infobip Adds Voice to WhatsApp Business, Bridging Messaging and Real-Time Support

Infobip has introduced WhatsApp Business Calling, a new feature that enables companies to make and receive voice calls directly through their WhatsApp Business accounts. With this new capability, businesses can initiate and accept voice calls globally via WhatsApp’s familiar interface, meaning...

The Ocean Cleanup and Amazon AWS Join Forces for AI-Driven Plastic Removal

Lots of businesses talk a good sustainability game, and many play their part across the corporate and encourage action at the individual level. But one of CXM’s most-admired efforts in the real world and making a massive difference is The...