Category: Customer Experience

Procter & Gamble to Cut 7,000 Jobs and Drop Brands in Major Restructuring

Procter & Gamble is cutting 7,000 jobs, about 6% of its global workforce, over the next two years as it embarks on a major restructuring plan aimed at weathering economic uncertainty and rising costs.The cuts, announced Thursday at the Deutsche...

6 in 10 Americans Won’t Pay More Than 10% Extra Due to Tariffs 

According to new data from ESW, six in ten U.S. consumers say they won’t tolerate more than a 10% price increase due to tariffs. This shows the growing sensitivity to rising costs and a shift in how Americans expect retailers...

 USCXA™️ 25 Winners Announcement   

The USCXA™️ ’25 Build-up to the Awards and Awards Ceremony took place yesterday, on June 4th. It brought together top customer experience initiatives across the US and marked a day of joy and celebration.This year’s edition of the USCXA™️ witnessed...

Retailers Push Price Hikes Even If It Costs Them Consumer Loyalty

Despite knowing full well that customers will be furious, most retail execs are still planning to raise prices.That’s the takeaway from a new report by First Insight, Tariffs & Trust: Why Retailers Risk Loyalty with Price Hikes, which reveals a...

Krisp Launches First Real-Time AI Accent Conversion for Latin America

Krisp, best known for silencing background noise on Zoom calls, has just launched a real-time AI Accent Conversion tool designed specifically for Latin America, marking the first time voice tech of this kind is being deployed at scale in the...

The AI Engagement Paradox: Why Customers Still Crave the Human Touch

According to new research from SAP Emarsys, there is a widening gap between how consumer brands are leveraging AI and what customers actually desire from those interactions.“The best personalisation should feel invisible. People love it when a brand just gets...

Tariffs Cast a Shadow Over Holiday Cheer, Survey Shows

As the holiday season approaches, a new survey by the American Christmas Tree Association (ACTA) and conducted by Ipsos, reveals a growing sense of financial anxiety among American consumers. The results highlight that concerns over U.S. tariffs on imported goods...

Americans Adapt Spending Habits Amid Economic Pressures

A new study from strategic market research firm Alter Agents highlights the growing impact of economic pressures on U.S. consumer behaviour in 2025. The research emphasises how inflation, political instability, and trade concerns are forcing Americans to rethink their spending...

What Happens When Personalisation Misses the Mark?

While personalised marketing has long been championed as a way to boost engagement and conversions, new research from Gartner suggests it’s not always a win for customers or brands. According to a recent survey, over half of the respondents (53%)...

Graia Debuts as First Agentic CX Platform Built for Empathy at Scale

A new AI platform is entering the customer experience arena with a claim that cuts through the noise: artificial intelligence that empathises.Graia, launched by Bulb Technologies, Geomant, and Buzzeasy, three established players in the BOSQAR INVEST group, aims to reset...