Archives

Reframing the ROI conversation — Why CX value is a shared responsibility

In the world of customer experience management, one truth is rarely questioned: the CX manager must prove the return on investment (ROI) of their efforts to senior leadership. While accountability is essential in any professional role, this expectation has become...

5 strategies to transform support from cost centre to revenue engine

Companies worldwide face increasing pressure to grow revenue and profits. Forward-thinking executives have realised that customer support, traditionally viewed as a cost centre, can become a powerful revenue generation engine. Each support interaction represents an opportunity to deepen relationships, expand value,...

Report: The latest CX innovations from Retail Technology Show

Among the rides and bustle of the fairground theme, London’s Retail Technology Show, held at Excel Arena, was a blur of activity. From powerful discussions like “Beyond the Hype: Actionable AI in Retail” by Alexandra Correa (formerly of Amazon) to...

Workplace compliance shortcomings, flexible work issues, and 2025’s financial leaders

RTW compliance gaps leave employers at risk A new Home Office survey reveals widespread confusion among UK employers about right to work (RTW) checks. Of 2,152 businesses surveyed, 80% answered at least one compliance question incorrectly, risking civil penalties. Common errors...

Americans prefer chit-chat with AI over tapping and typing

Americans like to talk. A lot. So much so that chatting with their AI tech now beats tapping or typing. According to the AI Gap Study by Iris Flex, U.S. consumers are now twice as likely to speak to their smart...

It’s AI or goodbye: Nearly half of execs eye the exit over tech access

Executives across the globe are going all-in on artificial intelligence, with 91% scaling up AI efforts and nearly half saying they’d walk away from their job if the company isn’t keeping up. That’s the headline finding from Globalization Partners’ latest AI...

AI joins the fight against fraud with NICE Actimize’s Xceed agents

NICE Actimize has launched its latest innovation—Xceed AI agents—which are built to work inside its FRAML (Fraud and Anti-Money Laundering) solutions. These intelligent agents act as dynamic partners to human analysts, constantly evolving to detect new financial threats and improve...

Crisp snaps up Shelf Engine to power AI-driven grocery forecasting

CPG inventory data platform Crisp has acquired Shelf Engine, the AI wunderkind known for its razor-sharp demand forecasting and spoilage-busting algorithms. The acquisition brings together two heavy hitters in retail tech, arming Crisp’s collaborative commerce platform with Shelf Engine’s deep-learning smarts...

Digital CX: Is AI solving the customer effort crisis?

How much effort is too much when it comes to winning and retaining customers? Cost is typically the primary metric, but can businesses make whole processes easier and let customers do more of the work in the self-service era? A...

Fear of an AI planet, the countries terrified of job losses

The rise of artificial intelligence (AI) has seen workers’ general opinion rapidly shift from curiosity to fear in a few short years. AI has gone from being viewed as a bad PA or writer to a cure-all for many types...