Category: Customer Experience

Best Buy Ads Canada teams up with Rokt to boost holiday shopping experiences

Best Buy Ads Canada has joined forces with Rokt, an ecommerce technology company, to elevate online shopping experiences for the holidays. The partnership will see Best Buy Ads Canada integrating Rokt’s advanced machine learning and AI tools to deliver personalised...

Glia elevates financial contact centres with Quality AnalystGPT tool

Digital customer service technology provider Glia has introduced Quality AnalystGPT, an AI-driven tool designed to revolutionse how contact centers analyse customer interactions. The tool helps contact centre leaders gain deeper insights by uncovering trends, analysing performance, and identifying opportunities for...

Ageas UK CEO Ant Middle on CX,  AI and his plans for 2025

In October Ageas UK’ CEO, Ant Middle picked up the Lifetime Achievement Award at the UK Customer Experience Awards. It was the fourth award that night for the insurance firm that has invested heavily in technology to streamline customer journeys,...

Americans spend 110 hours a year deciding what to stream 

A recent survey by UserTesting reveals a surprising and frustrating reality for American streaming service subscribers: the average user spends 110 hours annually—nearly five full days—just deciding what to watch. These findings show a modern dilemma in the streaming era,...

Salesforce launches Agentforce 2.0

Salesforce has introduced Agentforce 2.0, an enhanced version of its groundbreaking digital labour platform designed to transform enterprise workflows. By enabling autonomous AI agents to seamlessly integrate into human teams, this updated platform addresses resource limitations while improving customer experiences...

Call tracking and analytics firm CallRail expands attribution tools to track AI search engine leads

AI-powered lead intelligence firm CallRail has announced a tool to track and attribute traffic from AI-driven search engines, offering marketers new insights into lead generation and capturing traffic from platforms like ChatGPT/SearchGPT, Perplexity, and Gemini.The rise of AI-powered search engines...

Meta boosts smart glasses with real-time AI features and translation tools

Meta has unveiled significant updates to its Ray-Ban Meta smart glasses, rolling out a suite of AI-driven features that redefine the wearable tech experience. The new firmware, version 11, allows users to engage in ongoing conversations with Meta’s AI assistant,...

Victoria’s Secret partners with Global-e to enhance international e-commerce

Lingerie retailer Victoria’s Secret has picked Global-e, a global direct-to-consumer e-commerce platform, to transform its international online operations, particularly in key markets like Canada and major European countries, including Germany and France.The partnership allows Victoria’s Secret to implement a fully...

Consumers are turning away from dynamic pricing and seeking price consistency

A recent survey by Gartner shows that 68% of consumers feel that brands exploit them using dynamic pricing strategies. These pricing tactics have fuelled distrust, with 80% of respondents saying consistent pricing builds brand trust. Moreover, 42% expressed a willingness...

Caroline King Ageas UK’s chief customer officer, on AI, employees and giving customers a voice in the boardroom

Ageas UK has made understanding insurance and simplifying insurance its mission. The clarity of purpose has helped focus on customer experience and driving business results. CXM caught up with Caroline King, chief customer officer, to find out what is next...