Category: Customer Experience

What’s Fuelling Impulse Buys in 2025? Promotions, Displays & Instant Gratification

Even as economic caution grows among U.S. consumers, discretionary spending remains surprisingly resilient. According to a new report from Optimum Retailing, 72% of Americans made an unplanned in-store discretionary purchase within the past month. This trend persists despite nearly 7...

Dubai Airports’ Greet and Go Service Speeds Visitor Arrivals

Hanging around airports looking for your name on a sign, waiting for the Uber to turn up or finding your tour group remains one of travel’s more annoying aspects. To address the problem. Dubai Airports has launched DXB Greet &...

Welcome to the Frustration Economy: Mobile Users Are Over It

Mobile user frustration is hitting record highs in 2025, according to Fullstory’s newly released report. After analysing over 14 billion user sessions across industries like retail, financial services, food and beverage, travel, gambling, and software, the findings show that mobile...

Zendesk’s AI Now Writes, Watches, and Warns in Real Time

Zendesk is going all-in on AI again, this time rolling out a powerful batch of updates aimed at doing less talking and more resolving. The latest upgrades to its Resolution Platform include AI agents that can handle email, a historically...

Infobip Adds Voice to WhatsApp Business, Bridging Messaging and Real-Time Support

Infobip has introduced WhatsApp Business Calling, a new feature that enables companies to make and receive voice calls directly through their WhatsApp Business accounts.With this new capability, businesses can initiate and accept voice calls globally via WhatsApp’s familiar interface, meaning...

Smart TV Ads Take Center Stage in Holiday Shopping, LG Study Finds

Nearly 6 in 10 U.S. Connected TV (CTV) viewers now say that TV ads help guide their holiday purchases, which is a 73% increase from last year. And when it comes to inspiration, 36% say they’ve gotten gift ideas from...

Airship’s New AI Agents Take Over the Tedious Parts of CX

Airship has released a lineup of four AI agents designed to automate the core tasks behind customer experience, like building content, running tests, interpreting results, and staying compliant, all while keeping output on-brand.Mike Herrick, CTO, Airship said: “Our AI Agents...

Personalisation Without Penalties: Staying Compliant in a CX-Led World

The idea that the customer is king has long been a key principle in business for good reason. Consumer satisfaction is imperative for firms looking to build brand loyalty among a base of happy, regular clients. That satisfaction relies on service...

Reimagining Healthcare CX: The Role of Technology in Elevating Patient Journeys

Healthcare customer experience (CX) refers to the quality of a patient’s journey throughout their medical treatment with various care providers. A patient interacts with multiple institutions and organizations while receiving healthcare services, such as hospitals, pharmacies, and telehealth companies. The CX...

How Smarter Data Can Transform Customer Experience

Customers move fast. Most feedback systems don’t. And that gap is killing the customer experience. Companies are investing heavily in platforms that promise better insights, but most still struggle to turn feedback into action. The data comes in too late....