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The human toll: job cuts, AI stores, and frontline abuse

Frontline workers face increased abuse and stressA Perceptyx report reveals that 53% of frontline workers encounter verbally abusive or threatening customers, with retail workers most affected (61%). The study surveyed 21,000 employees and also highlights that 81% feel burned out,...

98% of contact centres use AI, but 61% face harder conversations

While AI is becoming a staple in almost every contact centre, many leaders are finding that customer interactions are becoming increasingly complex and challenging to navigate. In a new research report, the 2025 State of the Contact Center from Calabrio,...

NICE and Deloitte Digital boost customer service with AI and automation

NICE has partnered with Deloitte Digital to transform customer service through end-to-end AI and service automation solutions. This collaboration focused on elevating customer service as a key business differentiator by enhancing interactions with advanced, AI-driven capabilities.“Our clients understand the need...

High employee engagement equals low turnover: Is it that simple?

goHappy, the frontline employee engagement solutions provider, has published a compelling connection between employee engagement and turnover. Based on survey responses from 46,250 frontline workers in the U.S. and Canada, the Q1 2025 State of the Frontline Worker report shows...

New survey reveals price hikes won’t break customer loyalty. But there’s a catch

A new global study by UserTesting reveals that brand loyalty does not suffer the consequences of price hikes. On the contrary, customers seem willing to pay more to stay loyal to their favourite brands.The research, which surveyed 4,000 consumers across...

The future of post-purchase: parcelLab brings AI to retailers

parcelLab has introduced AI-powered Post-Purchase Agents at Shoptalk Spring 2025 in Las Vegas, bringing automation and intelligence to retailers’ post-purchase operations. These AI Agents help brands streamline order management, enhance customer interactions, and improve operational efficiency—seamlessly integrating into existing workflows...

Genesys introduces a new tool to listen to customers on social media

Genesys has officially launched Genesys Cloud Social, a tool that allows organisations to leverage real-time insights from social media to enhance customer engagement. The feature expands the capabilities of the Genesys Cloud platform, enabling businesses to listen to and analyse...

Real retention: Why brands need to rethink their loyalty programmes

With people suffering from loyalty programme fatigue, the benefits and perks offered by brands need to show better value for their customers argues Zac Eller, GM, Global Partnerships, ExpressVPN.Across industries, there’s a tried and tested method businesses use to keep...

In the engagement era, product wins over brand

New research from SAP Emarsys reveals that 25% of consumer product brands have cracked the code and entered an ‘Engagement Era,’ focusing on product, while others struggle to connect. The 2025 survey of over 2,000 consumers shows that over half...

Hospitality with soul: an interview with Ilunion Hotels’ Inmaculada Martinez Ruiz

Many hospitality companies talk a good customer experience, but seem surprised when you ask them for examples of actual customer happiness. That’s not how Ilunion works, providing a true focus on the customer experience. From its work in understanding the...