Category: Customer Experience

USCXA Winner CVS Health Talks Neuroscience and the Power of Awards

It is both a pleasure and a delight to talk to our USCXA winners and the stories behind their achievements. As one of America’s largest health providers, CVS Health delivered an immense customer experience transformation leading to the Gold Award...

Only 1 in 10 Companies Excel at AI-Driven Customer Conversations, Study Finds

A new study by Harvard Business Review Analytic Services, commissioned by Infobip, reveals a gap between ambition and reality when it comes to customer experience. While 93% of business leaders acknowledge the importance of delivering meaningful, human-like conversational interactions, only...

Amazon Deploys Millionth Robot and New AI Model to Speed Up Deliveries

Amazon has reached a major milestone in its robotics journey: the deployment of its one millionth robot. The landmark unit was delivered to a fulfilment centre in Japan, part of a global network now spanning over 300 facilities. But the...

Qualtrics X4 London Highlights the Power of Synthetic Data

Under sunny skies at a restored part of London’s Tobacco Docks, 1,500 Qualtrics clients, customers, CXM and prospects recently lapped up the insights from experience management experts. Check out the short video to get a feel of the event that...

Verizon Assigns Dedicated Experts Until Problems Are Fixed

Verizon has rolled out what it’s calling its most significant customer experience (CX) transformation to date, introducing AI-powered support, 24/7 live assistance, and a revamped app, all aimed at making service faster, simpler, and more personal for millions of customers...

AI Agents Are Winning Hearts, and Here’s the Proof

Over half of users (63%) now believe AI agents can resolve their issues accurately, which is a dramatic increase from just 36% before seeing one in action. A new study from Intercom reveals how consumer attitudes toward AI-powered customer service...

Walmart Launches AI to Help 1.5 Million Workers Communicate in 44 Languages

Walmart is introducing several AI-powered tools for its 1.5 million U.S. associates, aimed at reducing time spent on routine tasks and improving workplace communication. The tools are available through the Walmart associate app.A central feature is an AI-based task management...

Deutsche Telekom Speeds Up Security Updates with IBM’s AI Tool

German telecommunications provider Deutsche Telekom is making software updates much faster and safer by using IBM’s AI-powered solution, IBM Concert. The telecom giant turned to this new tool to tackle one of IT’s biggest headaches and that is keeping systems...

Too Smart to Scam? Think Again, as AI Fraud Is Outsmarting Us All

AI scams are rising fast, and consumers are falling for them more than ever. According to Sift’s new report, 27% of people targeted by GenAI-generated scams have been successfully duped, representing a 62% increase from 2024. Yet during the same...

It’s Time to Make Online Shopping Fun Again

The thrill of discovering an unexpected gem during a casual shopping trip has all but vanished. Online shopping arrived with promises of endless choice and effortless convenience, but somewhere along the way, a vital spark quietly faded.Nicole Kivel, managing director,...