Digital Experience Archives - Page 3 of 110 - Customer Experience Magazine

62% of businesses experienced an increase in friendly-fraud incidents over the previous two years.

November 25, 2025

Friendly Fraud: The Fastest-Growing CX Problem in Digital Commerce

It might be tempting to dismiss the phrase as a paradox: “fraud” that’s “friendly”? Yet for merchants, it is anything but benign. Friendly fraud (sometimes tagged as “chargeback fraud” or first-party misuse) refers to situations where a customer makes a...

The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency

By David Dungay

November 18, 2025

The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency

In October 2025, thousands of contact centers faced a real nightmare head-on. Phones rang, dashboards froze, chatbots blinked out, all because somewhere, deep inside a hyperscaler’s data center, a DNS misfire took the world down with it. The October 2025...

By Geoff Spick

November 17, 2025

Radisson’s Creator Hub Innovates Travel Storytelling

Having picked up the Best Digital Transformation (Over 5,000 Employees) Award at last week’s International Customer Experience Awards, Radisson Hotels is showing the way forward when it comes to the hugely valuable influencer travel market. Creator Hub is a new collaboration...

Beyond the Funnel: Why an AI CRM Might Be Your Most Important System in 2026

By David Dungay

November 14, 2025

Beyond the Funnel: Why an AI CRM Might Be Your Most Important System in 2026

Remember when a CRM was basically a fancy spreadsheet? That era’s over. The sharpest teams today aren’t just logging customer data; they’re reading it, predicting it, and acting on it. Welcome to the age of the AI CRM, where information...

By Geoff Spick

November 05, 2025

Topps Tiles Transforms Store Execution for A Better Employee and Customer Experience

Topps Tiles, a UK’s tile retail specialist, has completed the rollout of Cegid Retail Store’s Excellence, a task management and retail operations platform to improve how workers execute in-store merchandising, to improve the customers’ in-store experience. Stretching across its 297 stores...

Digital Customer Journey Mapping: Create, Analyze & Optimize the End-to-End Experience

By David Dungay

October 27, 2025

Digital Customer Journey Mapping: Create, Analyze & Optimize the End-to-End Experience

Customer journeys don’t follow the rules anymore. They zig. They loop. Sometimes they disappear altogether. Someone might spot your brand on Instagram, check prices on their phone, read reviews over coffee, then finally buy from a laptop two days later....

Amazon’s new AI-powered shopping feature ‘Help Me Decide’ makes it easy to quickly pick the right product Help Me Decide expands Amazon’s suite of AI shopping tools, pairing you with the right product with the tap of a button.

By Sandra Radlovacki

October 24, 2025

Amazon’s New ‘Help Me Decide’ Feature Picks the Right Product for You

Amazon wants to make indecisive shopping a thing of the past with the latest feature, Help Me Decide, that uses artificial intelligence to recommend the right product when shoppers can’t seem to pick one. The idea is to help shoppers who...

By Geoff Spick

October 20, 2025

ArvatoConnect Statistics Highlight UK Digital Growth and Deficit Risks

Digital transformation remains the ongoing objective of many UK companies, and acts a strand of hope for many firms seeking to grasp the benefits of AI. A fresh report by ArvatoConnect finds that private sector digital transformation is growing at...

When AI Starts Shopping for Us, Who Pays for the Mistakes

By Sandra Radlovacki

October 20, 2025

When AI Starts Shopping for Us, Who Pays for the Mistakes?

At first, AI was just a helpful sidekick, suggesting gifts, comparing prices, maybe summarising a few reviews. Now that convenience is turning into something bigger: AI is starting to shop for us. A new study from Riskified, which surveyed more than...

By Geoff Spick

October 15, 2025

Dreamforce 2025 Delivers Agentforce 360 and New Slack

Salesforce’s Dreamforce event is live in San Francisco this week with a raft of new product announcements as it delivers the agentic enterprise with Agentforce 360. The primary changes for Agentforce 360, the fourth major version of the product, deliver support...

The State of AI Fraud and Privacy Report, based on a survey of 300 fraud and technology leaders, paints a troubling picture of how AI has reshaped cybercrime. From phishing emails generated by large language models to automated bot attacks that mimic human behavior, fraud has become faster, cheaper, and harder to trace. Ninety-nine percent of respondents reported losses from AI-enabled attacks in the past 12 months, with the average annual cost per company sitting around $414,000. But the impact isn’t just financial—93% of fraud teams say operations have been disrupted, with many struggling to keep up with manual reviews and false positives. The strain is particularly visible in the B2B SaaS industry, where 62% of organizations have seen a sharp rise in manual fraud checks as bots overwhelm existing systems. Privacy Regulations Tighten the Net Adding to the challenge, privacy-first technologies are making it harder for fraud teams to do their job. Shifts like Apple’s Intelligent Tracking Prevention, along with VPNs and stricter browser privacy settings, have dismantled the digital fingerprints companies once relied on to verify users. More than three-quarters of respondents (76%) said these privacy tools have impacted their ability to detect fraud, and 40% claim identification accuracy has dropped significantly as a result. Banks Lag, Fintechs Adapt The financial sector remains the biggest target for AI-driven scams. Fifty-four percent of banks report facing AI-powered fraud attempts—the highest of any industry. Yet banks also appear slower to modernize, with just one-third exploring AI-based fraud detection tools. Fintechs, by contrast, are moving faster. Over half (52%) say they’re already testing AI-powered defenses. Still, nearly half have faced attacks involving synthetic identities or forged documents, a growing trend among cybercriminals using generative AI to create convincing fake profiles. SaaS Firms Feel the Weight of Scale For SaaS providers, the issue isn’t just detection—it’s scale. High volumes of logins and privacy-conscious users make it difficult to distinguish between real and fraudulent activity. That’s led to more credential stuffing, session spoofing, and bot-driven takeovers, all requiring time-consuming manual reviews. Two-thirds of SaaS leaders still express confidence in their tools but admit they’re struggling to manage the workload that comes with these evolving threats. Fighting Back with Privacy-First Identification Despite the mounting costs, companies are not standing still. The report found that 90% of organizations plan to adopt more persistent, privacy-compliant identification tools within the next year. This shift aligns with a broader industry move toward frictionless security—moving away from traditional passwords and multi-factor authentication in favor of device intelligence that can silently verify trusted users. As AI continues to blur the line between human and machine behavior, businesses face an uncomfortable truth: the smarter the technology gets, the smarter the fraud becomes. And for many, the bill has already hit seven figures.

By Sandra Radlovacki

October 14, 2025

AI Scams Cost Businesses Up to $1M a Year

Artificial intelligence is proving to be a double-edged sword for business. While companies embrace it to improve operations and customer experience, fraudsters are using the same technology to launch more sophisticated attacks, costing organisations serious money. A new report from Fingerprint...

By Geoff Spick

October 14, 2025

Cisco’s AI Readiness Index 2025 Reports “Mind the Gap”

The Cisco AI Readiness Index 2025 is out now, showing a widening gap between AI ambition and actual readiness. This survey of 8,000 global AI leaders, highlights two major trends shaping enterprise AI: AI Agents: 83% of companies plan to deploy...