Category: Customer Experience

The 3G switch off: When customer experience really matters

After several aborted efforts, UK telcos are switching off their legacy 3G mobile networks, with O2, the last of the major firms starting now. The mobile system, dating back to the early 2000s has finally run out of use, and...

Amazon is forcing Echo users to give up their privacy or lose functionality

Amazon is flipping the switch on a controversial privacy change that will force all Echo users to send their voice recordings to the cloud—whether they like it or not. Starting March 28, the tech giant is killing off the “Do...

Blueshift unveils AI-powered agents to scale marketing personalisation

Blueshift has introduced Customer AI Agents to help marketing teams scale personalization efforts exponentially. These AI-powered agents enable brands to conduct ten times more personalisation experiments by automating decision-making. As the latest addition to Blueshift’s Customer AI Suite—joining Predictive AI,...

Glia’s new AI assistant absorbs the wisdom of top-performing human agents

Glia has debuted the Glia Virtual Assistant (GVA) Learning 360, claiming it’s the first AI solution to learn from the real-world experiences of human agents rather than just documents. This approach aims to drastically cut down AI onboarding time while...

Gen Z is always on, multitasking, and redefining media consumption

Forget TV guides and scheduled programming—Gen Z is rewriting the rules of media engagement, and it’s all about digital-first, all-the-time connectivity. A new study by Toluna, which surveyed 2,000 US Gen Z consumers (ages 16-27), reveals that this generation isn’t...

53% of Americans worry about unexpected expenses in 2025

As the cost of living continues to rise, many Americans are struggling to keep up with unplanned expenses, leading to heightened financial anxiety.The research, conducted by Splitit and PYMNTS reveals over 50% of Americans are worried about affording unexpected expenses...

Fiserv brings the “smartest” point-of-sale system to Australia

Fiserv has introduced Clover, its all-in-one point-of-sale (POS) system, to the Australian market, offering small businesses a smarter way to manage payments, inventory, and customer interactions, all while eliminating the frustration of outdated terminals and clunky software.Already powering 3.5 million...

Humara AI launch redefines telco digital sales and customer experience

At a gathering of the telco industry’s brightest minds last week, 15gifts’ founder Tom Cox showed off Humara, a powerful Agentic AI, available now. The new sales agent combines an agentic AI with 15 years’ worth of expertise, intuition and...

Chemist Warehouse straps on AI badges, promises fewer empty shelves and faster restocks

Chemist Warehouse is ditching the old-school stock check for something straight out of a sci-fi movie. In a $18 million partnership with Augmodo, the wearable tech provider, Australia’s largest drug retailer is rolling out AI-powered SmartBadges to its store associates,...

Beware of creating artificial CX havoc with AI

The rise of artificial intelligence (AI) comes with many promises. It’s viewed as a shortcut to efficiency gains and increased revenues — a panacea for every business problem. But that’s not the case. And customer service leaders and their teams...