Category: Customer Experience

Sephora Partners with Uber Eats to Deliver Beauty On-Demand 

Uber and Sephora have teamed up to make beauty shopping faster and more convenient than ever. Beginning today, shoppers across the U.S. and Canada can order from hundreds of Sephora locations through Uber Eats, with delivery arriving in as little...

PolyAI Expands Beyond Front-Line Automation with New Agentic AI Roles

PolyAI is extending its AI platform with the launch of three new agentic AI roles: QA Agents, Analyst Agents, and Builder Agents. The expansion builds on its existing customer-facing automation to create a dynamic, self-improving workforce designed to deliver continuous...

From Free Shipping to Flexible Returns: The New Rules of Retail

Nearly 3 out of 4 U.S. shoppers plan to split their 2025 holiday spending between online and in-store channels, according to Ryder System’s study. The report tracks how Americans’ shopping behaviours and expectations are shifting year over year, and for...

CX Leaders Love AI, So Why Can’t They Make It Work?

Most (96%) of customer experience (CX) leaders worldwide now see artificial intelligence, spanning generative AI and agentic AI, as a cornerstone of their strategy, a sharp rise from 87% last year, according to CallMiner’s newly released 2025 CX Landscape Report...

Five9 Launches Fusion for ServiceNow to Deliver AI-Powered Customer Service Experiences

Collaboration and integration is key for any vendor looking to fit into a fractured operational business software landscape. The latest example comes from Five9 Fusion tucking neatly under ServiceNow’s wing to provide real-time transcription and unified routing to eliminate fragmented...

Volkswagen UK, Medallia and Ipsos Collaborate to Redefine Customer Experience Measurement

The UK’s automotive market is a chaotic place to do business, with cyberattacks, brands flopping between EVs and traditional models, and SUVs lined up a tempting target for increased taxation. Yet, among the corporate and production threats, every car brand...

Move Over Google: Gen Z’s New Shopping BFF is AI

A new report shows that younger consumers are rapidly embracing artificial intelligence as a trusted partner in their shopping journey. According to Commerce and Future Commerce’s New Modes: How AI is Shaping New Commerce Contexts and Expectations report, one in...

New Chatmeter Integrations Give Restaurants a 360° View of Delivery Experiences

Chatmeter has unveiled new integrations with Uber Eats, DoorDash, and GrubHub that give restaurants the ability to monitor and respond to delivery reviews directly within the Chatmeter platform. The move connects delivery feedback with broader reputation strategies for the first...

Research Suggests Contact Centre Reshoring is the New Offshoring

The onshore/offshore push-pull debate has been rumbling on for many years, with the latest trends showing that reshoring is now in the ascendency as technology reduces costs. Outsourcer ArvatoConnect highlights data in a new report revealing a major reshoring shift...

Gartner: By 2028, Every Fortune 500 Will Still Rely on Human Customer Service

Despite predictions that artificial intelligence would replace entire customer service departments, a new Gartner study makes it clear: human agents aren’t going anywhere. By 2028, none of the Fortune 500 companies will have fully eliminated human customer service staff. The...