Category: Customer Experience

Interview: St Austell’s Brewery talks AI improving brand and reputation

As part of Reputation’s recent Transform 25 event, customers were on-hand to talk about the changing customer landscape and how platforms like Reputation can improve business outcomes. Representing the charming St. Austell Brewery, Amy Walters, head of pub marketing and...

Interview: The Rise of RCS and Conversational Commerce

In light of Google’s recent news that over 1 billion RCS messages are shared each day (averaged over the last month), now seems like a good time to find out more about RCS technology and how it impacts customer service...

CallMiner Embeds Deep CX Analytics into Microsoft Dynamics 365

CallMiner is embedding its AI-powered conversation analytics directly into Microsoft Dynamics 365 Contact Center, giving service teams new tools to extract value from every customer interaction. This news comes on the heels of CallMiner’s recent acquisition of VOCALLS, a voice-first...

Retailers Push Price Hikes Even If It Costs Them Consumer Loyalty

Despite knowing full well that customers will be furious, most retail execs are still planning to raise prices.That’s the takeaway from a new report by First Insight, Tariffs & Trust: Why Retailers Risk Loyalty with Price Hikes, which reveals a...

Procter & Gamble to Cut 7,000 Jobs and Drop Brands in Major Restructuring

Procter & Gamble is cutting 7,000 jobs, about 6% of its global workforce, over the next two years as it embarks on a major restructuring plan aimed at weathering economic uncertainty and rising costs.The cuts, announced Thursday at the Deutsche...

6 in 10 Americans Won’t Pay More Than 10% Extra Due to Tariffs 

According to new data from ESW, six in ten U.S. consumers say they won’t tolerate more than a 10% price increase due to tariffs. This shows the growing sensitivity to rising costs and a shift in how Americans expect retailers...

 USCXA™️ 25 Winners Announcement   

The USCXA™️ ’25 Build-up to the Awards and Awards Ceremony took place yesterday, on June 4th. It brought together top customer experience initiatives across the US and marked a day of joy and celebration.This year’s edition of the USCXA™️ witnessed...

Healthcare Execs Say Cyberattacks Have Harmed Patient Care and It’s Only Getting Worse

A growing number of healthcare leaders are sounding the alarm that cyberattacks aren’t just a tech issue anymore. They’re directly impacting patient care. According to a new report from Omega Systems, 20% of executives say a cyberattack has already disrupted...

Krisp Launches First Real-Time AI Accent Conversion for Latin America

Krisp, best known for silencing background noise on Zoom calls, has just launched a real-time AI Accent Conversion tool designed specifically for Latin America, marking the first time voice tech of this kind is being deployed at scale in the...

The AI Engagement Paradox: Why Customers Still Crave the Human Touch

According to new research from SAP Emarsys, there is a widening gap between how consumer brands are leveraging AI and what customers actually desire from those interactions.“The best personalisation should feel invisible. People love it when a brand just gets...