Category: Customer Experience

Ipsos and Engage Report on Human vs. Digital Interactions in CX

Fresh from the Engage Customer Experience Summit, one of the main talking points was a new report from Ipsos and event host Engage. Authored by Ipsos’ Jamie Thorpe and Matthew Chatterton, along with Nick Rust, MD at Engage, the report highlights...

AI Takes the Reins as Retailers Prep for a Tough Holiday Season

Last year’s Black Friday rush exposed a few cracks in the system. Some online retailers ran out of stock too soon, while others couldn’t keep up with orders or saw their AI tools fail at the worst possible time. According...

Event Report: Engage Customer Experience Summit, London

This week’s CXM day out saw us take to the leafy autumnal peace of Battersea Park where, in between the trees emerges Evolution, for Engage Customer’s latest event. Set in an events space crammed with customer experience brands and seven...

Zoom Phone Surpasses 10 Million Seats, Cementing AI-First Approach to Business Communication

Zoom Phone has officially surpassed 10 million seats globally, marking a major milestone for the company’s cloud telephony solution. Since its 2019 launch, Zoom Phone has become one of the fastest-growing cloud-based phone systems, reflecting a move from legacy PBX...

Retailers Find Growth in Letting Customers Pay Their Own Way

Retailers are learning that the fastest way to grow might not be through new products or promotions. Instead, it’s letting customers pay however they want. A global study from ACI Worldwide and Payments Dive finds that 65% of retailers say offering...

Gartner Highlights the Most Valuable AI Use Cases for Customer Service

Gartner’s HR Symposium/Xpo series is kicking off in London today. Taking in stops at Florida and Sydney over the next few weeks. An invaluable resource for HR leadership teams to reimagine their strategies, nudged by Gartner’s research. There’s plenty of...

Zendesk Adds Voice AI and Video Support to Speed Service

Zendesk has introduced major updates to its Resolution Platform, adding voice AI and video support to help service teams work faster and more effectively. The enhancements, announced at the company’s AI Summit, cover customer service, employee support, and contact centre...

SAP Emarsys’ Customer Loyalty Index Shows Trend Loyalty is Here to Stay, Briefly

For every company that talks a good loyalty story, their hyper-focus on churn and pleading attempts to retention suggest that, even for confident brands, their concern over blind customer allegiance is growing. Data from SAP Emarsys’ only reinforces that notion....

Hubspot’s Spotlight Focuses on AI Project Delays and Roadblocks

The challenges of AI are manyfold; from worker over-enthusiasm, customer friction, legislative risks and operational issues. Hubspot’s latest survey of UK business leaders, captured during the latest Fall Spotlight analyis, reveals that while many are making plans for this AI-powered...

Qualtrics’ UK Consumer Research Highlights Low Trust in AI

Arriving on CX Day, new research from Qualtrics reveals that AI-powered customer service is falling short for UK consumers, costing brands loyalty and sales. The 24-page Consumer Experience Trends Report shows that only 5% of UK consumers say they would prefer...