Category: Customer Experience

Forrester highlights the power of brand and customer experience for sustained growth

Forrester’s recent research emphasises the critical role that Brand Experience (BX) and Customer Experience (CX) play in driving long-term revenue growth. However, many companies treat these dimensions separately, missing the chance to unlock compounded growth by integrating them.By aligning BX...

ServiceNow expands AI horizons through conversational data analysis platform acquisition

ServiceNow aims to strengthen its AI offerings by acquiring Cuein, an AI-native conversation data analysis platform. The move aims to enhance the development of next-generation AI agents on the ServiceNow platform, turning disparate data into actionable insights that improve customer...

Targeted ads are dying, long live AI-enabled personalisation

The death of identity-driven advertising is inevitable, and we must prepare for a future where AI-driven personalisation reigns supreme.We will soon be living in a world where advertising no longer depends on tracking personal information to deliver targeted messages. This...

Consumers who adopt AI could contribute $4.4TN in spending by 2030

AI is weaving its way into everyday purchases, setting the stage for a consumer spending boom that could reshape the global economy by 2030.A new study conducted by Cognizant in partnership with Oxford Economics reveals how artificial intelligence (AI) adoption...

Forsta unveils AI capabilities to elevate customer and employee experience

Forsta has launched new AI advancements within its Human Experience (HX) platform. These enhancements stem from a 5-year investment of $500 million in AI development, enabling organizations to gain deeper insights, streamline processes, and take decisive actions to enhance customer...

Gen Z loyalty might be worth £2.5B in January sales

As the January sales approach, Gen Z is set to unleash a staggering £2.5 billion in spending, making them one of the most lucrative consumer groups for brands to engage. However, new research from SAP Emarsys reveals that brands must...

Almost 90% of telecom providers invest in AI

New Incognito report reveals an acceleration in the adoption of AI within the telecoms sector, with 88% of fixed broadband service providers now actively investigating or trialling AI automation to enhance their services. This surge in AI adoption focuses on...

BFSI and retail surpass expectations with personalised email campaigns

MoEngage has unveiled its latest report that analyses the performance of more than 17.3 billion marketing emails sent via MoEngage’s data-driven platform to assess the impact of various personalisation strategies. Marketers can utilise this data to benchmark their email campaigns...

AI assistants will replace 25% of mobile app usage by 2027

According to Gartner, mobile app usage is expected to decrease by 25% by 2027, driven by the rise of AI assistants such as Apple Intelligence, ChatGPT, Google Gemini, and Meta AI. Smartphone users increasingly rely on these intelligent agents to...

Care, share and trust: how ALA Insurance become industry disruptors

Two new hires are expected to begin their careers at ALA Insurance in December, a family owned and run firm based in rural North Yorkshire. They’re joining an organisation that by any measure is thriving. Sales are up 32% year-on-year...