Customer Experience

Does Retail Even Know What Personalisation Is Anymore?

Retail loves the word personalisation. It appears in strategy decks, earnings calls, and vendor pitches with near religious consistency. And yet, when shoppers actually show up, most are still treated like interchangeable visitors passing through a digital storefront. Amperity’s new 2026...

Custom Connect Expands Its European BPO Footprint to Hungary and Croatia

Hot on the heels of Gartner’s AI costing more than outsourcing prediction, Custom Connect is proving there’s room for growth. Expanding its Business Process Outsourcing (BPO) contact centre operations with new operational locations in Hungary and Croatia. This expands on...

Low Loyalty, High Inertia Is Currently Defining US Consumer Banking

American consumers are not as loyal to their banks as the industry might hope. They are simply reluctant to move. According to Raisin’s 2026 State of Consumer Banking Report, 65% of Americans have switched banks at least once, and almost 30%...

TELUS and RingCentral Expand AI Business Communications in Canada

Canadian organisations are experiencing heavier call volumes, higher customer expectations, and limited room to add staff. In response, TELUS and RingCentral have expanded TELUS Business Connect with a new set of AI-powered features aimed at making everyday business communications easier...

Havas CX Index Report: Mind the Experience Gap

Havas has dropped a new X INDEX Report, the seventh edition, providing a useful barometer into the world of customer experience. Badged as “Closing the gap”, it highlights the delta between what companies promise in advertising and what they deliver...

Gartner Predicts AI Customer Service Costs Will Exceed Those of Offshore Human Agents Soon

The rising cost of AI was a thorny issue across 2025, and one that will likely get worse for the rest of the decade. The cost of back-end AI hardware (silicon, RAM, data centres and energy) is rocketing. So, even...

Hyperpersonalisation Fails When Brands Don’t Know When to Stop

Hyperpersonalisation is often touted as the next frontier of customer experience. The promise that brands can know exactly who their customers are, what they want, and when they want it. But for many organisations chasing this ideal, the reality is messier...

Verizon Changes Mobile T&Cs to Lock-In More Customers Ahead of A High-Stakes 2026 Smartphone Landscape

Customer retention among mobile providers remains a high-value topic. And, earlier this month, just as Verizon was recovering from a day-long US network outage, resolved with a $20 per customer credit, the brand won approval for a radical change in...

Liveops Wants to Take the Guesswork Out of Contact Centre AI

Outsourcing and contact centre solutions company Liveops has launched LiveNexus, a new AI and human orchestration platform designed to help enterprises modernise customer care operations without gambling on unproven technology. LiveNexus brings together AI tools, Liveops’ distributed network of more than...

Retail Loyalty Data Shows AI Is Uninspiring For Shoppers

Research from Retail Week and The Grocer show that while online supermarket orders continue to boom, the use of AI for consumers is way down the shopping list. Highlights of the research are live on the The Grocer, with the...

OpenAI Models Will Power ServiceNow’s Next Wave of Enterprise AI

ServiceNow is upgrading the brain behind its AI, and OpenAI is supplying the horsepower. The two companies have announced an expanded, multi-year partnership that puts OpenAI’s latest models directly behind ServiceNow’s AI platform. To put it simply, ServiceNow will keep running...

Holiday Returns Are Testing Customer Loyalty. Shoppers Think AI Can Fix It

The purchase is already complete, the excitement has passed, and what remains is the returns process. When that process drags, confuses, or surprises, customers notice, and they remember. New survey data from Ada suggests that returns have become a frequent, high-impact...