Customer Experience

Half of US Travellers Say They No Longer Care Whether AI or a Human Solves Their Problem

Half of US travellers have reached the same conclusion about airline customer service: they do not care whether AI or a human agent resolves their issue, as long as it actually gets resolved. A new survey by Ada suggests that the...

Adobe Acquires Semrush as AI Rewrites the Rules of Brand Discovery

Adobe has finalised its acquisition of Semrush Holdings, absorbing the 17-year-old brand visibility platform into its recently launched CX Enterprise system and extending its reach into three disciplines that are becoming essential for modern marketers: search engine optimisation (SEO), generative...

Digital Overwhelm and Customer Experience Management: How Smart Brands Cut Through the Noise

Most companies still approach customer communication backwards, assuming the solution is more outreach, more messages, more channels, more chances to stay visible. But a glance at any weekday inbox tells a different story: promotions piled on service notifications, product suggestions...

ASAPP Introduces Five Purpose-Built AI Agents to Power End-to-End Customer Service

AI customer service platform provider ASAPP has launched a system of five purpose-built AI agents within its Customer Experience Platform (CXP) to manage enterprise customer service operations from build to deployment to continuous improvement. The update moves CXP beyond conversational AI...

When Not to Use Agentic AI: The CX Situations Where Autonomy Backfires

Everyone’s talking about agentic AI, and for a lot of leaders, it’s stopped being a technology experiment they might think about deploying. It’s starting to feel essential; just as critical to your CX strategy as smart routing or omnichannel. Gartner...

UJET Research Finds Zero Agents Consider AI Essential to Their Daily Success

Every customer service agent surveyed in a new UJET study interacts with AI on a daily basis, yet not a single one considers it indispensable. The finding, drawn from the company’s report The Agent and AI Disconnect: A Blueprint for...

Stop Listening to Customers – Start Understanding Them

By Michael Chiu, Distinguished VP Analyst in the Gartner Customer Service & Support Practice and Chad Storlie, Senior Director Analyst in the Gartner Marketing Practice The Problem: More Feedback, Less Clarity Organisations at their critical customer-facing touchpoints are surrounded by customer feedback...

Most Brands Are Failing to Turn AI Into Customer Engagement Results

Almost every brand has invested in AI for customer engagement. Yet, very few are seeing returns. Two new studies, one from Forrester Consulting and one from behavioural science consultancy Cowry, suggest that the industry’s spending spree has not yet produced...

HITL vs HOTL vs AI-in-the-Flow: Untangling the Loops of Human and AI Collaboration

A strange thing happens when companies start deploying AI in customer operations. The conversation generally begins with technology, model performance, automation rates and cost savings. Then a pilot expands, and the system runs into its first genuinely messy situation. A refund...

Late Payments Are Not a Finance Problem. They Are a Customer Experience Failure

Late payments are often dismissed as an operational inconvenience, a cash flow challenge to be managed quietly behind the scenes. Research from the Federation of Small Businesses, the UK’s largest business membership organisation representing small and self-employed businesses, suggests something...

Consumers Have Made Their Choice: Texting Beats Email, Phone, and Social for Almost Every Message Type

Texting has become the preferred channel for 90% of message categories that consumers receive from businesses, according to a survey that found SMS has pulled decisively ahead of email, phone calls, and social media in the race for consumer attention. The...

The Best Agentic AI Platforms for CX Teams: AI That Finishes the Job

The hunt for the best agentic AI platforms is officially on. Every company seems to be investing right now. In fact, the market is growing towards a projected value of $93.20 billion by 2032, and Gartner says about 91% of...