Category: Customer Experience

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...

AI, gamification, and custom rewards: What’s driving loyalty success in 2025?

What if your loyalty programme could deliver a 5x ROI, boost customer engagement, and save your team hours of work? Antavo’s Global Customer Loyalty Report 2025 reveals how businesses are achieving these results by embracing AI, gamification, and personalised rewards. Based on...

Press Ganey’s AI innovations aim to improve patient safety and healthcare experiences

Healthcare analytics solutions provider Press Ganey has revealed a suite of advanced AI capabilities designed to tackle some of healthcare’s most pressing challenges, from patient safety to employee engagement. The company has recently published a report that sheds light on...

HCLTech partners with Microsoft to boost contact centres with AI-driven solutions

HCLTech has unveiled an expanded partnership with Microsoft to revolutionise customer service experiences through genAI and cloud-based contact centre solutions. This collaboration will enable clients to leverage Microsoft Dynamics 365 Contact Center, a Copilot-first platform designed to accelerate issue resolution...