Category: Customer Experience

Super Apps as a Pathway to Global Growth

Super Apps are quickly gaining traction globally. Combining shopping, banking, messaging, and more into seamless mobile experiences, they are reshaping how consumers live, engage, and transact. Particularly in mobile-first environments. At the same time, global economic shifts, including rising tariffs, geopolitical...

Easy Cancellations Could be the New Loyalty Strategy in Subscriptions

When was the last time you cancelled a subscription — and then came back later? The option to pause or leave without hassle is exactly what convinces many consumers to stay loyal in the first place. According to Chargebee’s 2025 Global...

Balancing Dreams and Dollars in Today’s Economy

A recent U.S. Bank survey reveals that many Americans are taking responsible steps with their finances—budgeting, investing, cutting back on extras, and even creating financial plans. Yet, despite these smart habits, most feel as though their progress is slipping further...

AWS and SAP Team Up to Bring Sovereign Cloud Capabilities to Europe

Amazon Web Services (AWS) and SAP have expanded their collaboration to deliver SAP Sovereign Cloud capabilities on the new AWS European Sovereign Cloud. Backed by a planned €7.8 billion investment, this initiative aims to give European organisations, particularly in the...

Anticipate, Adapt, Deliver: The New Rules of AI in Customer Experience

Picture this: you reach out to customer service, only to be greeted with, “We’ve already sorted that for you.” It’s an effortless experience that feels almost too good to be true—but it’s exactly where customer service is heading, thanks to...

Adobe Partners With Medallia To Integrate AI Agents with Sentiment Data

If our recent news isn’t heavy on new AI announcements, it is typically about a tie-up, as software vendors seek to add fresh smarts and better insights for users from AI knowledge providers. Adobe’s Experience Manager Platform was recently...

UserTesting Rolls Out AI-Powered Verification to Bolster Trust in Customer Insights

UserTesting has introduced a new AI-driven fraud prevention capability, UserTesting Verified, aimed at helping enterprises ensure their customer research is based on genuine human feedback. The system blends machine learning with geolocation technology to improve data reliability, reduce fraudulent participation,...

EXA Winner Octopus Energy Keeps Fighting for A Greener Customer Experience

In the battleground of the energy provider market, there’s fierce competition to keep ahead of, and in, the news. Driving customer and prospect interest is a key part of any vibrant business. And recent UK EXA-award winner Octopus Energy continues...

Customer Experience Strategy: From Foundations to Future-Ready Digital CX

Customers today don’t buy products. They buy experiences. When those experiences disappoint, they’re quick to walk away. 1 in 3 will abandon a brand they used to love after just one bad interaction. On the other hand, companies with a...

Five9: Agentic AI Isn’t the Future of CX, It’s Already Here

AI in the contact centre has moved from hype to measurable outcomes. After years of experimentation and small-scale pilots, many organisations are now committing to enterprise-wide deployments. Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9, believes the timing...