Category: Customer Experience

82% of shoppers demand price transparency as hidden fees threaten brand loyalty

New VTEX report reveals that 82% of Americans consider clear pricing and no hidden fees essential to a less stressful and more satisfying shopping experience.The survey, with over 1,000 U.S. adults, highlights how hidden charges and unclear fees erode consumer...

CallMiner’s AI agents investigate, manage, and tell you what to do next

CallMiner isn’t just eavesdropping on your customer service calls. It’s deploying a team of tireless AI agents to dissect, understand, and act on them. The conversation intelligence company has refreshed its AI Assist platform with new “agentic AI” upgrades, designed...

Riyadh Air unites with Loyalty Juggernaut to build new rewards experience

Riyadh Air has entered into a strategic partnership with Loyalty Juggernaut (LJI), a loyalty solutions provider, to develop a next-generation digital loyalty programme, the companies announced today at the Arabian Travel Market in Dubai.The programme will be built on LJI’s...

GoTo Connect supercharges SMB communication with over 100 new features

GoTo has rolled out more than 100 new enhancements to its flagship product, GoTo Connect. Designed with small and midsize businesses (SMBs) in mind, these updates aim to streamline communication workflows, harness the power of artificial intelligence, and centralise all...

Optimum taps Google Cloud AI to reinvent the customer experience

Optimum has entered a multi-year partnership with Google Cloud to transform its customer experience using the latest in generative AI technologies. This collaboration will integrate AI-powered tools across every touchpoint of the customer journey—from websites and mobile apps to call...

When AI is the consumer interface, is your brand still in the conversation?

Brands rely heavily on visual packaging, shelf presence and advertising to stand out. In an AI-driven world, that won’t be enough. The reality is that your next customer might not choose your brand — artificial intelligence (AI) might choose it...

Consumers still read emails, but only the ones they trust

A new survey confirms what most inbox-weary marketers already fear: consumers are still checking email, but they’re quick on the spam trigger.According to ZeroBounce’s 2025 Email Statistics Report, 93% of consumers check their email every day, yet 80% admit they...

Why beating the life admin drag starts with a fine balancing act

Life admin costs the UK billions. ArvatoConnect CEO, Debra Maxwell, says tech is part of the solution, but the real skill is striking the right balance between human and digital resources which are essential for better outcomes. According to think tank...

AWS takes contact centres to the cloud

AWS wants businesses to abandon their contact centre infrastructure and move it to the cloud. To win them over, it has rolled out Amazon Connect, a cloud-based contact centre product, which promises rapid setup, consumption-based pricing and AI-powered functionality. “Contact centres...

Shadow AI is undermining your CX strategy: Here’s how to fix it

Your agents are already using AI, even if it’s not the kind your company has approved. Tools like ChatGPT and other free assistants are fast, easy and available as Shadow AI with just a few clicks. So it’s no surprise...