Category: Customer Experience

Travellers Expect Flexible Payments, Lufthansa Taps Klarna to Deliver It

Lufthansa Group is taking a significant step toward meeting travellers’ shifting payment expectations, launching a new partnership with Klarna to bring flexible payment options to customers across Europe and the United States. The move aligns closely with consumers increasingly steering...

The EU Could Follow Australia With a Social Media Under-16 Clampdown Impacting CX

Australia has been in the headlines this week as teenagers go to court to win their social media access back The move comes after the Aussie government passed a law banning under-16s from accessing social services. The country’s Online Safety...

Microfeedback, Automated Conversations and RCS: 2026 Predictions Across the Customer Experience Sphere

As the news email in-tray and slew of CX events slows down for Thanksgiving and the holidays, they are replaced by the pitter-patter of not-so-tiny predictions. Ideas of how 2026 will turn out, and what businesses need to do to...

UK Shoppers Turn to Second-Hand and Cheaper Delivery in Response to Rising Costs

Retailers preparing for Black Friday and Christmas are facing a customer base they no longer entirely recognise. ShipStation’s latest survey suggests that rising costs have pushed shoppers into building entirely new habits. Many of those habits now favour second-hand goods,...

DHL Posts HappyRobot’s AI Agents to Support Live Supply Chain Operations

AI agents are all over the news and learning fast in today’s fast-moving organisations. Yet, there are still plenty of firms on the fence over safety, security and reliability. If an organisation like DHL Supply Chain, with a globe-spanning logistics...

Brands Lose Customers the Second Product Information Stops Making Sense

Shoppers are becoming far more decisive and far less forgiving when product information fails to meet their expectations. New findings from Akeneo’s 2025 PX Pulse survey reveal that the moment product details become confusing, incomplete, or inconsistent, customers leave. They...

The Interface That Speaks

Every evolution starts quietly: a new habit, a new expectation. One day, we stopped clicking and started touching. Now, we are about to stop touching and start talking. The web gave brands their first digital voice, a virtual shop window that allowed...

Zoom Talks Scaling the AI Customer Experience as Companion 3.0 Takes Off

Zoom is one of the last big tech companies declaring earnings before the Thanksgiving break, but not much is stopping the company’s growth as it moves more enterprise customers to AI-powered support. Based on modest but positive third quarter total...

Customer Tech Support for Turkeys Goes AI This Thanksgiving

Everything else around this Thanksgiving in the US, and Black Friday around the world, seems to revolve around AI this year, so why not the humble tradition of cooking a turkey? Ignoring the maniacs dunking frozen birds in boiling oil, this...

Hertz Car Rentals Highlights the Success of Its Customer Experience Revamp

Hertz was talking through its latest financial results recently. And a good chunk of the earnings call was taken up revisiting the US car rental company’s customer experience improvement efforts. The company hit revenue of $2.5 billion in the third...