Category: Customer Experience

In the engagement era, product wins over brand

New research from SAP Emarsys reveals that 25% of consumer product brands have cracked the code and entered an ‘Engagement Era,’ focusing on product, while others struggle to connect. The 2025 survey of over 2,000 consumers shows that over half...

Hospitality with soul: an interview with Ilunion Hotels’ Inmaculada Martinez Ruiz

Many hospitality companies talk a good customer experience, but seem surprised when you ask them for examples of actual customer happiness. That’s not how Ilunion works, providing a true focus on the customer experience. From its work in understanding the...

The art of listening to what’s not said: How I learned to detect customer frustration without a complaint

Have you left a restaurant mildly annoyed but still told the waiter it was “fine” before vowing never to return? That’s the quiet churn many businesses face daily, a trend that’s costing them more than they realise. I’ve worked in fast-paced...

Airbyte’s new features make data movement a breeze for AI

Airbyte has launched its latest updates aimed at simplifying data movement for artificial intelligence (AI) and analytics. At its recent move(data) conference, the open-source platform unveiled features that help organisations manage their data pipelines more efficiently, allowing them to focus...

The changing scene for brick-and-mortar stores: Why modernisation is key for brands

The role of brick-and-mortar stores has rapidly evolved over the past few years. Despite the speed and convenience of online retail, people still crave the in-store experience. Visiting physical stores allows customers to ask questions, seek support and browse products. However,...

New Adobe-AWS partnership brings AI-powered customer insights and marketing solutions 

Adobe has announced a strategic collaboration with Amazon Web Services (AWS) to improve the way marketing and creative teams deliver personalised customer experiences at scale. By merging Adobe’s expertise in Customer Experience Orchestration with AWS’s cloud infrastructure, the partnership aims...

Frontier goes after Southwest customers dropped by bag fee changes

With Southwest Airlines canceling its signature free checked bag policy, Frontier Airlines sees an opportunity to attract new customers. The airline is rolling out a limited-time offer that includes free carry-on and checked bags, free seat selection, and free flight...

Crescendo’s AI takes over customer service—with 99.8% accuracy

Crescendo, the AI firm that claims to blend artificial intelligence with human expertise, just turned up the heat in the customer service industry. With its latest expansion into agentic AI, the company says it can now handle more customer service...

Prevent technology frustration with AI-powered obstacle avoidance

It doesn’t take long on your smartphone before something starts to annoy you. Product tours that interrupt workflow. Tooltips that appear at precisely the wrong moment. Survey requests that popup just as users are trying to complete crucial tasks. We’ve...

TTEC Digital expands Verint integration for smarter customer service

TTEC Digital has expanded its strategic partnership with Verint, integrating Verint’s end-to-end CX Automation platform into its Google GCP cloud contact centre portfolio to enhance cloud-based customer service capabilities. As businesses increasingly turn to cloud technologies to optimise customer interactions, this...