Category: Customer Experience

The Real AI Security Threat Is Sitting Inside Your Company

Forget the image of a hooded hacker working from the shadows. The latest Insider AI Threat Report Summer 2025 from CalypsoAI shows the real risk is your own employees. From junior staff to the C-suite, workers are increasingly using AI...

How NiCE Won a 40,000-Agent Contact Center Deal with DWP

Dave Michels is the founder and principal analyst at TalkingPointz, where he provides independent research and commentary on enterprise communications, collaboration, and customer experience technologies. Earlier this year, I had the pleasure of attending NiCE Interactions International in London. This event...

Avaya’s Fall from CCaaS Grace Continues With More Layoffs

It is never a good time to report on layoffs within the customer experience industry, but Avaya looks like a contact centre software vendor that has seen the writing on the wall. Rapidly swirling reports and rumours suggest that large numbers...

Loyalty Programs Are Making a Comeback With Gen Z

“Economic pressure is the spark, but emotional connection is the fuel,” Craig Crisler, CEO of SupportNinja told Customer Experience Magazine. Generation Z has long carried the reputation of being the least loyal consumer cohort. With infinite options at their fingertips...

Younger Consumers Trust AI With Their Secrets and Their Feelings

Americans are warming not just to AI-powered support but to the idea that these agents can listen, understand, and even connect on an emotional level. A new survey from conversational AI company Decagon reveals that younger consumers, in particular, are...

Why Do Solo Consumer Reviews Hold More Weight Than Group Experiences?

When it comes to consumer reviews of leisure activities, the most persuasive voices come from individuals. New research from the University of Maryland’s Robert H. Smith School of Business and Oklahoma State University reveals that reviews written by people who...

Digital-First Service Technologies on Track to Surpass Traditional Channels

Digital-first customer service tools are rapidly becoming the cornerstone of customer support strategies, according to new research from Gartner. Within the next two years, technologies such as live chat, self-service portals, and knowledge management systems are expected to outpace traditional...

Survey Finds Hidden Costs Are Retail’s Fastest Way to Lose Customers

If there’s one thing guaranteed to make U.S. shoppers walk away, it’s hidden costs. According to Akeneo’s 2025 B2C Survey, around 60% of Americans say they’ve abandoned purchases after discovering unclear or misleading pricing, making surprise fees and vague charges...

Lufthansa Cargo Optimises Online CX for Faster, Clearer Services

When it comes to the aviation customer experience, much of the focus is on improvements at the departure lounge, the consumer app and in-flight experience. Pity airlines’ poor cargo businesses, with crews on over-night flights, non-glamorous routes, and low levels...

RingCentral Steps Up to the Plate as the Chicago Cubs’ Official Cloud Communications Partner

RingCentral has announced a new partnership with the Chicago Cubs, becoming the team’s official cloud-based communications partner. The collaboration will transform how the Cubs connect with their millions of fans and how the organisation collaborates behind the scenes. As part of...