Category: Customer Experience

Fighting the UK misery crisis!

While Nordic countries are rated as among the happiest places to live, the struggling UK is pictured as a bleak, cynic-ravaged, backwater. The latest Happiness Index sees the UK dive to 23rd place. But, hey, we’re higher than America! According...

Ransomware is set to dominate 2025. Experts warn AI will make it even worse

Ransomware is expected to be the biggest cybersecurity threat of 2025 and artificial intelligence (AI) is set to make it even more dangerous. According to Ivanti’s 2025 State of Cybersecurity Report, 38% of security professionals predict that AI will escalate...

AI powers Steve Madden eCommerce 

Steve Madden has taken a major leap in its digital evolution by launching a newly enhanced global eCommerce platform. Developed in partnership with RunDTC and powered by Contentstack’s advanced digital experience platform (DXP), this transformation redefines how customers engage with...

IT vs Marketing compromising user experience decisions

The split between IT, marketing and customer-facing roles continues to rear its ugly head. Stats from Storyblok show that only 30% of IT leaders involve their marketing teams in user experience decisions. Those choices impact the customer experience, resulting in...

Qualtrics report: Executives risk losing $1.3 trillion as reluctance to embrace AI grows

In a revealing new report from Qualtrics, a staggering $1.3 trillion could slip through the fingers of organisations hesitant to embrace artificial intelligence in their customer experience strategies. As executives waver, early adopters stand poised to reap the rewards of...

Call centre agents: Saving lives and building careers, busting contact centre myths

There’s a common image of a call centre as battery a farm for overworked keen young things, following the scripts to earn a modest crust. That image may include fielding hundreds of phone enquiries each day, dealing with difficult issues,...

Greek airline Aegean goes AI cloud-hopping for first-class CX

Flying over 16 million passengers each year, Aegean is an airline on the way up. It brought itself out of Greek state ownership in 2023 and is expanding aggressively. Aegean has 8 Airbus A321 neo aircraft on order, plus new...

Verizon and Sinch join forces to make business messaging smarter

Sinch and Verizon are deepening their partnership to push Rich Communication Services (RCS) into the mainstream, expanding RCS for Business Messaging (RBM) to Verizon subscribers across the U.S.Announced at Enterprise Connect in Orlando, this move aims to accelerate the adoption...

GoTo’s AI receptionist will take your call now

As the every-platform-has-to-have-AI battle heats up, more contenders arrive daily in our news inbox. Today’s turnout alone will see another half-dozen services unveiled in the coming weeks. Entering the fray today is GoTo, offering a Connect AI Receptionist, presumably for...

Gen Alpha is already running the show. And marketers need to catch up

Move over, Millennials and Gen Z, there’s a new generation in charge. According to Razorfish’s latest research, Gen Alpha isn’t just growing up; they’re growing into household decision-makers. From choosing the family car to influencing grocery runs, these digital-savvy kids...