Tag: Artificial Intelligence

Your Christmas Deals Are Brought to You by AI

This Christmas, AI might just be the busiest elf of all. From scanning for discounts to picking out gifts, it’s fast becoming an essential part of the shopping ritual, though many people don’t even know when it’s working behind the...

This Week in CX: Fauxductivity, Fraud Fighters & Feel-Good Teams

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how busyness doesn’t always equal progress, why fraud teams are becoming banks’ biggest trust builders, and how self-service AI could put consumer confidence at...

Over Half of Employees Download Apps Without IT Approval

Not long ago, security teams could see and control almost every tool used inside their company. Fast forward to today, and employees are their own tech departments, downloading apps, testing AI tools, and linking accounts in ways IT never signed...

This Year, Holiday Shopping Belongs to the Algorithm

There was a time when choosing the right gift meant paying attention. Listening for hints, remembering preferences, and trying to surprise someone you cared about. This year, for many shoppers, that decision-making will be outsourced to something less sentimental, an...

Self-Service AI May Cost Brands Consumer Trust, Report Warns

The promise of generative AI in customer service has dazzled executives across industries. However, according to Forrester’s 2026 B2C Marketing, CX, and Digital Business Predictions, the race to automate could do more harm than good. The research firm expects that...

What is CX automation? How to streamline customer journeys with AI

Consumers today demand fast, personalised service on every interaction with a brand, whether it’s a call to support, using a mobile app, or social media chat. Providing those experiences at scale with manual processes alone is nearly impossible. Customer experience (CX)...

Medallia’s New Frontline AI Brings Live Insights and Alerts Straight to Frontline Teams

For all the talk about being “customer obsessed,” many companies still struggle to get insights to the people who can actually use them. The workers greeting guests, managing checkouts, or answering calls often don’t see customer feedback until long after...

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...

This Week in CX: Are We Designing Experiences or Frustrations?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted how AI and digital trends are reshaping holiday shopping, customer experiences, dining habits, and health interactions. We are also discussing updates from the Wall Street...

Bots, Budgets, and the New Holiday Hustle

The holiday shopping season has always been a little chaotic. This year, it’s just gone more digital. Instead of wandering through malls or scrolling endlessly for deals, millions of shoppers are letting artificial intelligence do the legwork. The bots are...