Category: Customer Experience

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...

LivePerson and AWS Integration Lets Brands Simplify Customer Service and Cut Costs

LivePerson is teaming up with Amazon Web Services (AWS) to bring together its digital contact centre platform with Amazon Connect, AWS’s AI-powered cloud contact centre solution. The integration gives brands a single interface to manage all customer interactions, like voice,...

Procedureflow and Laivly Partner to Bring AI and Visual Guidance to Contact Centres

Knowledge management firm Procedureflow and artificial intelligence company Laivly have formed a partnership to improve the way contact centres operate. The goal is to make customer support faster, more accurate, and more consistent. Procedureflow provides visual knowledge management software that guides...

Thoma Bravo to Acquire Verint in $2B Deal

Thoma Bravo has signed a definitive agreement to acquire Verint in an all-cash transaction valued at $2 billion. The deal, unanimously approved by Verint’s Board of Directors, is expected to close by early 2026, pending shareholder approval, regulatory clearances, and...

China’s Gen Z is Building an Emotional Economy

According to a new report by China.org.cn, 64% of Chinese consumers say they buy for emotional fulfilment rather than just practicality, and the generation leading the charge is Gen Z. Although they make up just over 15% of China’s population,...

High Costs and Data Gaps Stall Retail’s AI Drive for Better CX, Report Reveals

Retailers are investing significant resources in artificial intelligence, but many are discovering that the path to enhanced customer experiences is slower and more complex than anticipated. The 2025 State of AI in Retail report from Amperity shows that adoption is already...

Deepgram Strikes Multi-Year Deal with AWS to Scale Generative Voice AI

Enterprise voice AI company Deepgram has signed a multi-year agreement with Amazon Web Services (AWS) to bring voice AI tools to more businesses worldwide. The deal focuses on making it easier for companies to adopt generative voice technology at scale,...

The End of Hold Music? CallMiner’s OmniAgent Takes the Call

CallMiner has introduced OmniAgent, an AI-powered virtual agent designed to automate conversations across voice, chat, and email, offering businesses a new approach to scaling service without sacrificing quality. The launch follows CallMiner’s acquisition of VOCALLS and marks a move toward blending...