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ADIB Is Setting a New Standard In Customer Listening

For Ma’en Rateb El‑Baz, Head of Customer Experience Factory at Abu Dhabi Islamic Bank (ADIB), customer experience is a collective commitment. Such a mindset helped the bank secure a silver win at the 2025 Gulf Customer Experience Awards in the...

Food, Friends, and Flexibility: What Today’s Workers Really Want   

In a time when 76% of employees are now required to return to the office, workplace expectations are rapidly evolving, but incentives haven’t caught up. Nearly half (44%) of those recently brought back on-site say they were offered no perks...

Qualtrics and Singapore Airlines Partner For A Customer Experience Jet Boost

CX vendor Qualtrics has bagged another partner with a three-year deal to support Singapore Airlines’ customer experience efforts.The project will help the airline better understand customer concerns and preferences through research, data analytics, and artificial intelligence (AI). The CX approach...

Patients Trust Hospitals That Get the Basics Right

In a complex care environment, patient loyalty still hinges on simple truths like feeling safe, being heard, and seeing care teams work together.A new report from Press Ganey, based on 10.5 million patient encounters, shows that health systems delivering on...

AI Copilots Are Saving Support Teams Thousands of Hours in 2025

According to the 2025 Customer Service Benchmark Report by Freshworks, AI in customer service has become a business-critical tool. The data shows that 32% of customer service practitioners already use AI, while 47% of companies that haven’t yet adopted AI...

Talkdesk Launches UK Regional Cloud to Serve Regulated Industries with Local Hosting

Talkdesk has unveiled its new UK Regional Cloud, giving its customers across the United Kingdom the ability to host their contact centre operations locally, a move designed to strengthen data compliance and enhance customer experience (CX) in the region.“The launch...

Holiday Shoppers Are Spending Big in 2025, And They’re Rewriting the Rules

Tariffs, inflation, and global uncertainty aren’t stopping consumers from embracing the 2025 holiday season. According to the Salsify Consumer Holiday Shopping Report, 75% of shoppers plan to spend the same or more on gifts this year, a clear sign that...

Crescendo Integrates Amazon Nova Sonic to Deliver 24/7 AI-Powered Voice Support

Crescendo has unveiled a breakthrough in voice automation. By integrating Amazon’s Nova Sonic foundation model, designed specifically for advanced speech recognition and generation, Crescendo now provides businesses with fully automated, human-like voice support across all customer touchpoints.With this new capability,...

Is Your Loyalty Program Built for Today’s Consumer?

Loyalty isn’t what it used to be, and consumers are making that clear. According to new research from Kobie, brands are facing a pivotal moment. As economic pressures rise, cultural divides deepen, and new technologies reshape expectations, shoppers across the...

AI Usage Among Small Businesses Jumps 41% in One Year, New Survey Finds

A new survey reveals a leap in artificial intelligence (AI) adoption among small businesses in the U.S., with usage soaring from 39% in 2024 to 55% in 2025. That’s a 41% year-over-year increase, showing how rapidly AI is becoming a...