Category: Customer Experience

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...

Overwhelmed Shoppers Are a CX Red Flag for Beauty Retail

The glam is wearing off for the in-store beauty retail customer experience. A new survey from experience agency ChangeUp reveals that nearly 70% of beauty shoppers feel overwhelmed when browsing brick-and-mortar beauty stores, and that friction is pushing many to...

AI Gets Smarter, But Customers Want More Than Intelligence

According to Twilio’s latest survey, artificial intelligence is transforming customer experiences, but it’s trust and relevance that ultimately drive long-term value. Drawing from over 7,600 consumers and more than 600 business leaders across 18 global markets, the report shows both...

What 50 omnichannel campaigns reveal about the future of CX

What do Klarna, Duolingo, and Sephora have in common? No, this isn’t the start of a joke. It’s a serious question that exposes a significant shift in how brands approach customer experience (CX). While most companies struggle to unify online...

Social Is the New Search: Gen Z Is Redefining Discovery Online

A major generational shift is underway, reshaping how people find information, make decisions, and interact with brands. According to Sprout Social’s latest report, Gen Z is no longer just using social media for entertainment—they’re turning to it first for answers,...

CallMiner Acquires VOCALLS to Add Native Voice and Text AI Agents

CallMiner has acquired VOCALLS, a voice-first conversational AI and automation platform to integrate native AI virtual agents for voice, chat, email, and social messaging into CallMiner’s platform, tightening the link between conversation analytics and automated service delivery.The acquisition reflects a...

Pfizer develops CX metric for pharma field reps

Every industry needs to develop its own flavour of CX. Some industries are further ahead like retail, banking, telecoms. Other sectors are just starting out, such as construction, engineering, media, or pharma. Within a heavily regulated industry like pharma, any customer...

NEXT Taps Infobip to Block 175K Fake Messages a Month

Retail giant NEXT has teamed up with global cloud communications provider Infobip in a move to tighten the screws on SMS fraud and supercharge its customer messaging. The partnership merges AI-fuelled fraud detection with next-gen messaging tech, arming NEXT with...

What’s Driving Young Customers to Fintechs?

Is the future of banking still in brick and mortar, or is it being rewritten by Gen Z’s thumbs?A new report from Corporate Insight, a financial services research firm, reveals generational divides in what customers want from their banks, and...

Top U.S. Insurer Signs $13M Deal with Verint to Automate CX Workflows for 12,000 Agents

A major U.S. insurance company has signed a $13 million multi-year contract with Verint to deploy AI bots across its customer experience operations, aiming to boost workforce capacity by automating manual workflows for more than 12,000 agents.The deal, finalised in...