Customer Experience

Google Cloud Brings Agentic AI to the Front Lines of Retail and Service at NRF 2026

At NRF 2026, Google Cloud presented its most concrete view yet of where customer experience is heading. Across food service, home improvement, and enterprise retail, the company introduced a new generation of agentic AI tools designed to actively complete tasks...

Akeneo Accelerating Commerce Velocity and Engagement With Agentic AI

Akeneo’s latest Product Cloud update, aka the Winter Release, packs in a suite of welcome new capabilities. Features designed to solve the pressing businesses challenge in today’s commerce, execution at the speed of your agentic AI’s suggestions and insights. Including a...

Interview: CX Goalkeeper Gregorio Uglioni Shows How Businesses Can Keep Their Soul in the AI Era

AI brings many promises, advances and some scary tones to the organisations that adopt it. Consultant Gregorio Uglioni considers how businesses can maintain their soul while advancing the aims of CX, and how it impacts the c-suite, and those affected...

Jet-Powered Amperity AI to Boost flydubai’s CX

Flydubai is partnering with Amperity to boost customer experience value and insights as part of an ongoing transformation journey. Amperity’s data and intelligence platform will help connect traveller insights in real time, enabling deeper personalisation and more meaningful engagement across the...

Holiday Shopping Felt Easier This Year. Losing Customer Trust Was Easier Too

Holiday shopping in 2025 felt easier than in years past, with less searching and less back-and-forth. According to Talkdesk’s Post-2025 Holiday Shopping Survey, AI took work off consumers’ plates. Nearly 89% of U.S. shoppers turned to AI during the holidays, and...

NRF Retail Big Show: The Move from Data to Decisions With Agentic AI

2026 kicked off with much discussion about the poor value of dashboards for decision makers. And CX and retail providers are already trying to resolve the issue for customers with more decision-focused Agentic AI tools. And while builders are creating...

AI Is Getting to Shoppers Before Brands Do, Survey Reveals

Shopping rarely starts where brands expect it to anymore. Long before a customer opens a retailer’s app, lands on a product page, or walks into a store, AI is already in the background helping them make sense of options, filter...

Walmart and Google Integrate Gemini Agentic AI For A Stronger Ecommerce Customer Experience

The news is flooding out of the US National Retail Federation’s Big Show, with the changing face of loyalty already a talking point, and plenty of examples of AI arriving on the shop floor. AI is boosting efforts in the...

Chatbots Delivered AI-Powered Results in 2025, What’s Coming in 2026?

With the news from CES that Amazon’s Alexa+ is finally escaping the company’s consumer hardware and becoming a wider-ranging, web-based, virtual assistant, chatbots are back in the news. That’s after fading in the massive headlights of the rush to all-things...

Talkdesk Drives Customer Experience Automation With New Tools For Stronger Engagement

Talkdesk’s customer experience automation platform gets a boost this week with the arrival of Commerce Orchestration and Consumer Goods Experience Cloud, two new tools to help retailers and manufacturers automate engagement and drive revenue.  With a strong push for unified AI...

RCS Is Turning Brand Texts into Something Consumers Actually Want

RCS messaging is becoming a preferred communication channel as consumers show growing interest in receiving text messages from brands. New research from Vibes, a mobile engagement platform, shows that customers are not only opting into more brand messaging but also expecting...

Allianz Turns to Anthropic to Formalise How AI Is Used Across Its Insurance Business

Allianz has announced a global partnership with Anthropic as it looks to bring more structure to how artificial intelligence is used across its insurance operations. The agreement focuses on internal productivity, claims automation, and meeting regulatory requirements, rather than launching...