Category: Customer Experience

Google Cloud Unveils Conversational Commerce Agent to Redefine Retail Shopping 

Google Cloud has introduced the Conversational Commerce agent, a new AI-driven solution built on Vertex AI, designed to give retailers more intelligent, personalised ways to engage with customers. As artificial intelligence continues to transform retail, this tool enables businesses to...

Finalists Revealed for the International Customer Experience Awards 2025

The wait is over — the International Customer Experience Awards 2025 finalists have been chosen! Some of the world’s best-known brands are in the running this year, including Vodafone Türkiye, Octopus Energy, TUI, Costa, and MSD. A diverse mix of innovators,...

SoundHound AI Expands Agentic AI Reach With Interactions Acquisition

SoundHound AI is expanding its presence in enterprise customer service with the acquisition of Interactions, a company recognised for its AI-powered voice assistants and workflow orchestration tools. The deal aims to strengthen SoundHound’s position in the agentic AI space, a...

Strict Returns Policies Risk Driving Away Shoppers, Survey Finds

A new 2025 Global Consumer Retail Returns Survey from Blue Yonder reveals that tightening retail return policies could cost retailers their most loyal customers. The study, which this year expanded beyond the U.S. to include consumers in Australia and New...

Gartner’s Magic Quadrant for CCaaS Highlights Contact Centre Innovation

The usual suspects appear in the latest Gartner Magic Quadrant for the contact centre industry. It sees NiCE, Genesys, Amazon Web Services, Five9 and Talkdesk in the Leaders quadrant. Content Guru is the sole occupier in the Challengers box, with...

SurveyMonkey Supercharges Feedback with AI-Powered Analysis and Creation Tools

SurveyMonkey has unveiled its latest suite of AI-powered innovations designed to make feedback collection smarter, faster, and more impactful. The updates include the debut of the new AI Analysis Suite alongside enhanced AI survey creation tools, all built to help...

Instacart and Morrisons Launch First UK Rollout of Smart Trolleys

AI-powered shopping trolleys are heading to British supermarkets for the first time, as Instacart teams up with Morrisons to bring its Caper Carts to the UK. The trial will begin in early 2026 at one Morrisons store, with further expansion...

Orchestrators and AI Agents Dominate Genesys Xperience 2025 Event

The Genesys Xperience 2025 event is rolling through Nashville with a clutch of news for CX pros. Among the usual financial, product and partner deals, one announcement of major interest is the arrival of Genesys Orchestrators. The new programme aims...

Rewards Are Becoming a Deciding Factor in Customer Loyalty

Rewards now play a central role in how people choose to pay, where they shop, and which brands they stick with. New research from PayPal and Reach3 Insights shows that incentives are driving deeper emotional connections and influencing long-term loyalty. By combining...

8×8: “AI is a Thought Partner, Not a Thought Leader”

Artificial intelligence may be the fastest-adopted technology in history, but Joel Neeb, Chief Transformation and Business Operations Officer at 8×8, wants businesses to slow down long enough to consider how they use it. “AI is a thought partner, not a thought...