Category: Customer Experience

SEO is dying and TikTok is selling: What retail marketers fear most in 2025

Forget everything you knew about the customer journey. According to new data from customer engagement platform SALESmanago, Europe’s retail marketers are bracing for a fundamental reset, where SEO dies, TikTok sells, and private messages rule the buying journey.In a 2025...

From text to touchpoint: how Infobip and Clerk Chat are transforming fan experiences

Infobip has partnered with conversational technology firm Clerk Chat to deliver a next-generation messaging experience for a professional football team based in Los Angeles. The collaboration merges Infobip’s Rich Communication Services (RCS) capabilities with Clerk Chat’s conversational AI technology to...

JFK Airport Terminal 4 interview, exploring the future of passenger CX

The recent news about JFK airport’s Terminal 4 evolution got CXM all curious about the future of air travel and how the JFK customer experience is changing. Fortunately, Maddy Kossakowski, Designit’s executive experience design director, and Belinda Jain, vice president,...

How Reunitus builds trust, one lost item at a time

It wasn’t the duffel bag the parents cared about. It was Leo, the stuffed lion hidden inside; a small, well-loved creature with threadbare fur and button eyes that had seen too many adventures to be easily replaced.“I mean, technically, it...

Replacing FOMO with strategic thinking: Tackling the rise of rapid innovation in CX

A year ago, the fear of missing out (FOMO) was prevalent in adopting tech solutions. This was specifically the case with AI, where game-changing capabilities and perceived large scale benefits were deemed a necessity to adopt if companies wanted to...

Regal.ai’s voice AI breaks the mould with ‘AI Dog Hotline’ and ‘Voice of AI’

Regal.ai is turning heads and ears with two bold, playful voice AI activations that are showing businesses and consumers just how far customisable, enterprise-ready voice AI has come. Their ‘AI Dog Hotline’ and ‘The Voice of AI’ campaigns have already...

Sinch and Authvia turn messaging into a checkout lane

What if paying a bill was as easy as replying “yes” to a text? That’s the future Sinch and Authvia are rolling out across North America with a new partnership that puts mobile payments directly into messaging threads.Announced today, the...

Gen Z wants less screen time and more real-life brand experiences

A new study from The Harris Poll and Quad throws a wrench into the digital-first mindset that’s dominated marketing for the last decade. While 81% of Gen Z say they wish it were easier to disconnect from their devices, they’re...

UK consumers demand empathy from AI in customer service

The latest Consumer Voice Report 2025 from ServiceNow paints a clear picture of changing consumer expectations in the UK when it comes to AI in customer service. The report reveals that British consumers no longer view AI as impressive simply...

Oh Polly improves NPS with revamped returns experience

Fashion brand, Oh Polly has boosted its net promoter score (NPS) and cut its cash refunds, by overhauling its returns process. The online retailer started working with Loop Returns in 2023 to transform its returns experience for customers and improve...