Category: Customer Experience

Over 70% of shoppers favour genAI in their shopping journey

A recent report by Capgemini shows that 71% of consumers now desire gen AI to be part of their shopping journey. This shift is mostly driven by gen z and millennials, who prioritise hyper-personalisation and better digital interactions. According to...

CallTower acquires CCaaS provider Inoria

CallTower has announced the acquisition of Inoria, a Canada-based CCaaS provider. This marks another step in CallTower’s pursuit of delivering CCaaS solutions while enhancing its customer experience (CX) and Conversational Artificial Intelligence (CAI) offerings worldwide.“This acquisition offers our combined customers...

SoundHound AI introduces first in-vehicle voice commerce platform

SoundHound AI unveiled an in-car voice commerce platform at CES 2025. This platform enables drivers and passengers to order takeout using voice commands directly from their vehicle’s infotainment system.“What we’re introducing here at CES is a seamless way to order...

Consumers worldwide spent $1.2 trillion shopping online this holiday season

Global holiday online sales soared to a record $1.2 trillion in 2024, with U.S. shoppers contributing $282 billion, according to new Salesforce data. The growth was powered by mobile and social commerce, alongside increased consumer spending after months of saving...

Cost of bad customer experiences hits $3.8 trillion, claims Qualtrics

There’s an almost never ending stream of reports talking about the dire state of customer experience. The 2025 Consumer Trends Report from Qualtrics doesn’t break the trend, predicting that a titanic $3.8 trillion dollars is at risk from bad customer...

Brands must adapt to top social media trends to thrive in 2025 

According to the 2025 Sprout Social Index Edition XX, social media has emerged as the leading source for staying updated on trends and cultural moments, surpassing TV, family, friends, and other digital channels. This shift allows brands to engage directly...

AI-powered autonomy set to transform business and customer engagement

The rise of AI-powered autonomy is reshaping how businesses operate, innovate, and engage with customers, according to Accenture Technology Vision 2025 research report. The 25th edition of Accenture’s annual report reveals that the era of AI-driven digitisation is unfolding at...

Text message offers drive purchases for 86% of consumers

For brands aiming to connect with consumers, there’s no channel more personal or effective than the mobile phone. Recent findings from Vibes’ 8th annual Consumer Insights survey reveal just how central SMS and digital wallets have become in shaping shopping...

AI unlocks 8% revenue boost in grocery e-commerce

Retailers leveraging AI-powered connected retail strategies can unlock an impressive 8% growth in e-commerce revenue, according to SymphonyAI’s latest grocery e-commerce study. The comprehensive analysis, based on 1.3 billion transactions from 72 million households over six months, highlights how advanced...

AI vs UI: which is the real revolution for user experience?

The term “AI revolution” has shifted from buzzword to reality in the last two years, inspiring technologists, businesses and customers with the possibilities. From chatbots that can reply to customer emails to algorithms that personalise shopping recommendations, AI is changing...