Category: Digital Experience

MWC kicks off with 7 in 10 businesses seeking simplified telecoms CX

Mobile World Congress (MWC) is taking place in Barcelona, Spain this week. While phone vendors continue touting greater AI capabilities, businesses look beyond the latest smartphone features to extract more value from their telecom providers and to improve operations. According...

Warehouses face urgent need for automation to meet demand

The warehouse industry is undergoing a major transformation, with 63% of warehouse leaders planning to implement AI and augmented reality (AR) technologies within the next five years. According to a study by Zebra Technologies, 64% intend to increase their investments...

New Sports Direct members scheme to boost customer experience

Sports brands treat loyalty as one of their key differentiators, logically sports retailers should take the same approach. The UK’s Sports Direct stores, a part of Frasers Group, launched a new benefit-based programme, called “Sports Direct Membership.” It rewards customers...

Survival mode: Online retailers scramble to dodge tariff fallout

A tidal wave of tariffs and regulatory shake-ups is sending shockwaves through the e-commerce world, with a staggering 83% of industry executives fearing for their companies’ survival. That’s the grim warning from Swap’s latest Tariff Turmoil Report, which paints a...

Shoppers say ‘hell no’ to AI buying for them

Retailers are rolling out AI shopping assistants, but many consumers aren’t ready to hand over control. A new Omnisend survey found that 66% of shoppers would not let AI make purchases for them, even if it meant getting a better...

AI spending soars, but only 21% of companies have fully integrated it

A new Qlik study highlights a major disconnect between AI investment and execution. While 94% of businesses are increasing spending on AI-related data readiness, just 21% have successfully embedded AI into their operations. The research shows a critical gap in...

Blockchain platform Raise grabs $63M to make gift cards smarter

Gift cards have long been a retail staple, but blockchain platform Raise is trying to make them something more than a plastic afterthought. The company has secured $63 million in new funding led by Haun Ventures. This brings Raise’s total...

Telecom providers ramp up AI adoption for smarter network management 

A new global study by IBM highlights the growing shift among telecommunication and communication service providers (CSPs) toward AI and cloud adoption. One key takeaway from the research is that 79% of telecom executives place network performance as their highest priority,...

AI agents are ready to do business on your behalf

First we had chatbots, then AI helping overworked support agents to improve customer experience. Now agentic AI (aka AI agents) is the CX hot topic, promising a focused and smart approach to addressing customer needs. But for non-tech types, what...

Zendesk acquires Local Measure to boost AI voice features

Zendesk is turning up the volume in the AI-powered customer service space with its latest acquisition: Local Measure, a specialist in cloud contact centre solutions and a long-time Amazon Web Services (AWS) partner. The move, expected to close in May...