Tag: Artificial Intelligence

This Week in CX: Inbox Rage, Prime Day Panic & CX Hubris

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored Gen Z’s complex relationship with email, the surge of AI-driven scams targeting Prime Day shoppers, and innovative customer service breakthroughs from GCXA winners, such...

How Smarter Data Can Transform Customer Experience

Customers move fast. Most feedback systems don’t. And that gap is killing the customer experience. Companies are investing heavily in platforms that promise better insights, but most still struggle to turn feedback into action. The data comes in too late....

AI Boosts Productivity by 40%, But Leaves Workers Burned Out and Disconnected

A new study by the Upwork Research Institute reveals that while AI is unlocking massive productivity gains in the workplace, with workers reporting a 40% increase in output, this efficiency comes at a cost: emotional fatigue, burnout, and a shift...

How Orange Business Plans to Stay Ahead by Rethinking Its Entire Digital Backbone

Orange Business is in the midst of a sizeable transformation designed to modernise how it operates, delivers services, and competes in a market increasingly shaped by AI, automation, and customer expectations for speed and simplicity. At the heart of this overhaul...

Are You Tech-Ready, or Just Tech-Enthusiastic?

According to a recent Gartner survey of more than 200 customer service and support leaders, being savvy at choosing tech solutions only got teams halfway to success. Those proficient in evaluating vendors and products saw a 50% higher chance of...

Beyond the Memes: AI-Generated Imagery as a Marketing Gamechanger

ChatGPT’s new image generator has sparked a viral trend—from personalised Barbies to Simpson-style images flooding social media. But the memes phenomenon is more than just entertainment, it represents just one of the capabilities of a new marketing tool. Generative AI (GenAI)...

The Deepfake Crisis: $410M Lost in Just 6 Months, And It’s Only Getting Worse

A new report from Surfshark reveals a huge rise in deepfake-related fraud, with 580 incidents recorded in just the first half of 2025, nearly four times the total number seen in all of 2024. The financial fallout is equally alarming:...

Prime Day Turns Risky as AI Scams Flood the Internet

As Prime Day 2025 approaches, a new report from McAfee is sounding the alarm on the growing wave of artificial intelligence-driven scams targeting eager online shoppers. According to McAfee’s Global Prime Day Scams Study, cybercriminals have launched over 36,000 fake...

Capgemini Bets $3.3 Billion on AI-Driven Future with WNS Acquisition

Capgemini has announced a $3.3 billion all-cash agreement to acquire India-based technology outsourcing firm WNS, in a move aimed at strengthening its artificial intelligence (AI) service offerings. The French IT consulting giant says the deal will enhance its ability to...

Only 1 in 10 Companies Excel at AI-Driven Customer Conversations, Study Finds

A new study by Harvard Business Review Analytic Services, commissioned by Infobip, reveals a gap between ambition and reality when it comes to customer experience. While 93% of business leaders acknowledge the importance of delivering meaningful, human-like conversational interactions, only...