Category: Customer Experience

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...

China Bringing AI to Robotics Ahead of the Retail Robo-CX Era

Whether we like it or not, robots are flooding the workplace. Swiftly moving from the factory and hospitals, to retail environments and beyond. From a CX perspective and as consumers, we all need to prepare and consider how they will...

CDP vs CRM – How to Choose the Right Platform for CX Success

When it comes to customer experience, most companies aren’t short on data. The problem is that data is often scattered. Marketing sees one slice of customer data, sales another, service teams a third. No wonder journeys feel disconnected. A Harvard...

Vague Delivery Dates Push Customers to Abandon Carts

Retailers may be sabotaging their own sales by sticking with outdated delivery practices that no longer match how consumers shop online, according to a new behavioural study on e-commerce logistics by OnTrac. The report, titled The State of Speed, shows that...

IntelePeer and Waterfield Bring AI-Powered CX to Enterprises Without Disruption

IntelePeer has entered into a strategic partnership with Waterfield Tech to enable enterprises to modernise customer engagement more quickly and with less risk, regardless of whether their contact centres run on-premises, in the cloud, or in hybrid environments. By combining IntelePeer’s...

Press Ganey Forsta Unveils AI-Powered Experience Platform for Insurers

Press Ganey Forsta has unveiled Insurance HX, a purpose-built platform designed to revolutionise how insurers listen to, understand, and respond to customers across their entire journey. This new solution is engineered to give insurance providers a sharper competitive edge by...