Category: Customer Experience

Rising scam losses in Indonesia’s RTP system: 23% of consumers affected

A recent survey by FICO reveals an alarming rise in scams within Indonesia’s real-time payments (RTP) ecosystem. The 2024 Scams Impact Survey: Indonesia found that 23% of consumers reported financial losses due to RTP scams, an increase from 19% in...

x-hoppers’s new release spots shoplifters before they strike

Retailers have a new secret weapon against theft – and it’s watching every move. x-hoppers, the AI-powered in-store communication platform, has released a wave of high-tech upgrades designed to stop shoplifters in their tracks, boost team efficiency, and turn stores...

Survey reveals companies gamble on gen AI without enough testing

Businesses are throwing cash at AI development, but a new survey reveals a major flaw: they aren’t testing it enough.According to Applause’s latest State of Digital Quality in AI Survey, companies are rushing to build AI-powered tools, yet critical quality...

The 2025 fraud landscape: EMEA’s urgent need for stronger fraud mitigation

NICE Actimize has released its latest findings in the “2025 Fraud Survey: EMEA Financial Fraud Trends and Investment Priorities” report. The report analyses the evolving fraud landscape across Europe, the Middle East, and Africa (EMEA), exploring key fraud typologies, regulatory...

Self-managed fulfilment is stunting retail growth

A new survey from eCommerce solutions provider Radial reveals that 70% of fast-growing retail brands still handle fulfilment in-house, despite the growing challenges of scaling operations and meeting consumer expectations for speedy delivery.The study, which surveyed 200 retail decision-makers, found...

Instant, smart, and secure: how Observe.AI’s VoiceAI agents are transforming customer support

Observe.AI has announced the launch of its VoiceAI agents, designed to automate customer interactions across all levels of complexity. From handling routine FAQs to managing multi-turn conversations, these AI-powered agents bring a new era of efficiency and intelligence to contact...

Business Movers Index sees UK shoppers connecting with tech-savvy stores

As 77% of Brits use tech to extend their in-person shopping, new insights from the Virgin Media O2 Business Movers Index shows shops undergoing a digital makeover.Looking to buck the depressed high street trend and boost customer experience, 42% of...

Consumers urged to delete 23andMe data as the company files for bankruptcy

New York Attorney General Letitia James has urged 23andMe customers to delete their genetic data, warning of potential privacy risks as the DNA testing firm files for bankruptcy. The company, which has amassed the genetic information of over 15 million...

Zendesk Relate: AI CX agents the talk of the show

Zendesk’s Relate shindig is in full swing over in Las Vegas. Following in the footsteps of pretty much every service company, it has rolled out a fresh collection of AI agents and features to support users of the company’s new...

Meet Mercedes Benz robot Apollo: Rise of the factory machines

While we furiously try to keep up with the news on the massive number of AI agents across HR, EX and customer experience services. Don’t think we haven’t noticed the growing number of metallic machines appearing in factories and production...