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Talkdesk unveils AI-powered customer service agents for retail

Talkdesk has introduced Talkdesk AI Agents for Retail, bringing advanced autonomous AI capabilities to enhance retail customer service. These AI agents perform complex tasks independently or semi-independently, driven by intelligent decision-making.“Talkdesk AI Agents for Retail represents a significant advancement in...

Are health plans meeting member expectations? New report suggests not

A recent Press Ganey report raises pressing questions about the state of health plan member experiences, uncovering gaps that hinder satisfaction and loyalty. With data from 450,000 respondents across over 200 health plans, the findings uncover key areas such as...

Meet the judges for CXMStars 2025

With submissions now closed, judging for CXMStars 2025 is due to start, before the final votes are cast by our CX community.Here is the judging panel for the 2025 edition of CXMStars!Ginger Conlon, director of customer stories, Genesys Ginger Conlon is...

SMS becomes a critical tool for consumer engagement 

According to the latest report by EZ Texting, there has been a dramatic shift in consumer behaviour, with SMS emerging as a pivotal channel for business communication, boasting an astonishing 98% open rate. This shift highlights the transformation of texting...

Great in-store retail experience… so why is the website so bad?

Have you ever walked into a store and felt transported? It might have been the intoxicating scent, the unexpected decor, or the labyrinth-like layout.But that magic often disappears when you visit a brand’s website, despite increased investment in digital brand...

This week in CX: Investing in AI is the key to future-proofing retail

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been exploring the impact of AI on the shopping experience, as well as the role of social media in today’s competitive market. We’re also discussing...

The dentist’s chair or waiting for a refund? Many Americans prefer the drill over the delay

A new report reveals the growing frustration among U.S. consumers with outdated refund systems, with 37% saying they would rather endure a trip to the dentist than wait seven days for a refund. The study, Where Is My Refund? Understanding...

AI skills to lead transformative changes in learning and development for 2025

According to O’Reilly’s recent technology trends report, AI skills are set to drive the most profound changes in learning and development (L&D) in the coming year. The analysis, based on 2024 data from O’Reilly’s tech-focused learning platform, shows surges in...

Retailers turn to mobile apps to address labour shortage

With technology playing an increasingly central role in shifting consumer expectations and persistent labour challenges, retailers are focusing on innovative solutions, such as mobile apps, to stay competitive and meet market demands.According to the 2025 Connected Retail Experience Study, conducted...

Arish Global Services partners with Vertex Global Services to drive industry growth

UK-based Arish Global Services has announced a strategic partnership with Vertex Global Services, a Business Process Management (BPM) industry player. The partnership is designed to stimulate industry growth in the UK and India by sharing revenues and enhancing workforce management...