Category: Customer Experience

GoTo shifts gears with new AI-powered platform for car dealerships

GoTo has introduced GoTo Connect for Automotive, an AI-driven communications platform tailored specifically for car dealerships. The platform aims to enhance customer interactions and support dealerships in driving growth through improved sales and customer loyalty. With less than one-third of dealerships...

Banks in a bind: Card experience fails to win customer loyalty

It’s no secret that the banking industry is in a customer experience crisis. Adding to the challenge, retail banks are having difficulty retaining customers, according to a new Capgemini report. Over 70% of cardholders are indifferent or dissatisfied with their...

International Customer Experience Awards opens for entries on 1st April

The International Customer Experience Awards (ICXA) returns to London in November 2025. Entries for the global celebration of CX open on 1st April. “It’s fantastic to be able to bring the international CX community together at one event,” said Neil Skehel,...

ServiceNow scoops up Moveworks for $2.85B

ServiceNow has announced its acquisition of AI-driven workplace automation platform Moveworks for $2.85 billion, combining forces to enhance AI capabilities across the workplace. The move aims to integrate ServiceNow’s advanced agentic AI with Moveworks’ user-friendly AI assistant and enterprise search...

The Home Depot debuts Magic Apron, an AI tool for DIY assistance

The Home Depot is rolling out Magic Apron, an AI-powered assistant designed to help customers tackle everything from lawn care to full-scale renovations without having to corner an employee in-store. Dubbed the first generative AI tool of its kind in home...

Streaming satisfaction holds steady at 72% but churn and subscription fatigue grow

UserTesting’s latest Media & Entertainment Pulse Report highlights evolving consumer behaviours and expectations within the streaming industry. While personalised recommendations continue to satisfy, with 72% overall satisfaction and 75% for male respondents, significant shifts in consumer frustrations and subscription patterns...

Instacart’s strategic use of AI drives inventory accuracy and customer retention

Grocery delivery company Instacart is making significant strides in enhancing its customer experience through the integration of AI in its inventory management and product substitution processes. During a recent earnings call, CEO Fidji Simo highlighted the company’s commitment to AI,...

Human-like AI comes to phone support with Gladly’s Sidekick

Gladly has launched Sidekick on Voice, a solution bringing personalised, AI-driven support to phone calls. While phone support remains a vital customer channel, current experiences often fall short. Long wait times and impersonal automated systems leave customers frustrated. Traditional ticket-based platforms...

Secure payments, seamless experience: PCI Pal and RingCentral raise the bar

PCI Pal has partnered with RingCentral to transform payment security and customer experience. This strategic partnership directly integrates PCI Pal’s cloud-native payment technologies into RingCentral’s flagship offerings: RingCX, its AI-first contact centre solution, and RingEX, its core business communications platform. This...

How aligning with clients’ finance strategy elevates CX

Customer experience (CX) is about prioritising customers: handling their journeys, understanding their needs and delivering value. It goes beyond finance and transactions, focusing on creating meaningful experiences that guarantee customer satisfaction and loyalty. According to McKinsey, companies focused on improving CX...