Category: Customer Experience

78% of shopper moments now have nothing to do with sales

The age of the big bang sales event may be over. According to The New E-Commerce Calendar, a global report released today by Intuit Mailchimp in partnership with behavioural consultancy Canvas8, nearly 80% of the moments shaping consumer behaviour today...

Elevating Customer Experience: The Strategic Role of AI

AI is redefining the way contact centres serve customers. Tasks that once relied on long wait times and manual processes can now be handled in real time through intelligent automation, predictive analytics, and natural language understanding. AI is more than just...

Banks can now lock in recurring payments with Galileo’s new payment switch

Galileo just added a powerful new weapon to its arsenal, and it’s aiming straight at the default payment slot. The SoFi-owned tech platform has launched Galileo Payment Method Switch, a new embedded solution that lets users update their recurring payment info,...

How does your AI stack up? Glia’s new tool reveals the answer

Glia has introduced Cortex AI Benchmarks, a new analytics dashboard designed to give businesses clear, comparative insights into how their AI tools are performing. This tool provides Glia customers with concrete performance data for both customer-facing and agent-assisting AI—along with...

SEO is dying and TikTok is selling: What retail marketers fear most in 2025

Forget everything you knew about the customer journey. According to new data from customer engagement platform SALESmanago, Europe’s retail marketers are bracing for a fundamental reset, where SEO dies, TikTok sells, and private messages rule the buying journey. In a 2025...

From text to touchpoint: how Infobip and Clerk Chat are transforming fan experiences

Infobip has partnered with conversational technology firm Clerk Chat to deliver a next-generation messaging experience for a professional football team based in Los Angeles. The collaboration merges Infobip’s Rich Communication Services (RCS) capabilities with Clerk Chat’s conversational AI technology to...

JFK Airport Terminal 4 interview, exploring the future of passenger CX

The recent news about JFK airport’s Terminal 4 evolution got CXM all curious about the future of air travel and how the JFK customer experience is changing. Fortunately, Maddy Kossakowski, Designit’s executive experience design director, and Belinda Jain, vice president,...

How Reunitus builds trust, one lost item at a time

It wasn’t the duffel bag the parents cared about. It was Leo, the stuffed lion hidden inside; a small, well-loved creature with threadbare fur and button eyes that had seen too many adventures to be easily replaced. “I mean, technically, it...

Replacing FOMO with strategic thinking: Tackling the rise of rapid innovation in CX

A year ago, the fear of missing out (FOMO) was prevalent in adopting tech solutions. This was specifically the case with AI, where game-changing capabilities and perceived large scale benefits were deemed a necessity to adopt if companies wanted to...

Regal.ai’s voice AI breaks the mould with ‘AI Dog Hotline’ and ‘Voice of AI’

Regal.ai is turning heads and ears with two bold, playful voice AI activations that are showing businesses and consumers just how far customisable, enterprise-ready voice AI has come. Their ‘AI Dog Hotline’ and ‘The Voice of AI’ campaigns have already...