Category: Customer Experience

Chatbots Delivered AI-Powered Results in 2025, What’s Coming in 2026?

With the news from CES that Amazon’s Alexa+ is finally escaping the company’s consumer hardware and becoming a wider-ranging, web-based, virtual assistant, chatbots are back in the news. That’s after fading in the massive headlights of the rush to all-things...

Talkdesk Drives Customer Experience Automation With New Tools For Stronger Engagement

Talkdesk’s customer experience automation platform gets a boost this week with the arrival of Commerce Orchestration and Consumer Goods Experience Cloud, two new tools to help retailers and manufacturers automate engagement and drive revenue.  With a strong push for unified AI...

RCS Is Turning Brand Texts into Something Consumers Actually Want

RCS messaging is becoming a preferred communication channel as consumers show growing interest in receiving text messages from brands. New research from Vibes, a mobile engagement platform, shows that customers are not only opting into more brand messaging but also expecting...

Allianz Turns to Anthropic to Formalise How AI Is Used Across Its Insurance Business

Allianz has announced a global partnership with Anthropic as it looks to bring more structure to how artificial intelligence is used across its insurance operations. The agreement focuses on internal productivity, claims automation, and meeting regulatory requirements, rather than launching...

NRF Big Show: Customer Loyalty Is Largely Apathy According to SAP Emarsys Insights

The US National Retail Federation Big Show is kicking off in New York this weekend and SAP Emarsys has new insights for attendees. Data from its Customer Loyalty Index (CLI) and Buyer Loyalty Index (BLI) reports highlight the growing difference...

The CX Dashboard Disconnect Clouds Business Focus and Action

A quick look at LinkedIn and the customer experience forums since the new year has seen a sizeable backlash against the humble CX dashboard. What has the poor customer experience info-hub screen done to deserve the sudden hate? And what’s...

When Money Is Tight, CX Takes the Hit

When customers feel under financial pressure, they tend to judge brands more harshly. New Qualtrics data shows that only 52% of consumers now say they feel financially secure, a three-point decline over the past two years. Inflation, job uncertainty, and...

OpenAI Launches ChatGPT Health With Medical Record and Wellness App Integrations

OpenAI has launched ChatGPT Health, a new dedicated health experience inside ChatGPT that allows users to ask health-related questions in a separate environment and optionally connect medical records and wellness apps for more personalised responses. The release reflects behaviour that was...

Who Was Really Shopping in 2025: You or AI?

Over the last 12 months, shopping no longer followed the familiar pattern of search, scroll, compare, and decide. For many consumers, that work had already been outsourced, whether they knew it or not, to AI. Across retail, ecommerce, and digital experience,...

NiCE Data Shows Customers Prioritise Fast Resolution and a Strong Voice As Brands Scale

NiCE is pumping out the insights as the Cognigy acquisition bears fruit, and it continues to showcase the changing pace of customer service. Fresh data shows a 77% year-over-year increase in AI-handled inquiries as brands scale automation to manage rising...