Tag: Customer engagement

Twilio and Microsoft team up to accelerate conversational AI for customer engagement 

Twilio has announced a strategic, multi-year collaboration with Microsoft to accelerate enterprise adoption of conversational AI by bringing together Twilio’s trusted engagement platform with Microsoft’s powerful Azure AI infrastructure. “Every interaction between a business and their customers is an opportunity to...

Foodies, fans, and first-class flyers: Mastercard reveals what’s fuelling global travel in 2025

The Mastercard Economics Institute (MEI) has unveiled its Travel Trends 2025 report, providing a deep dive into the forces shaping global tourism through the lens of aggregated consumer spending data. While macroeconomic factors like exchange rates and geopolitics still influence...

CX fundamentals all CMOs must know

Customer experience is a key priority for many organizations: according to Gartner research, 57% of CEOs and CFOs view enhancing CX as a leading strategy to fuel growth in the next three to five years. CX needs an outside-in approach....

Americans say ‘yes’ to branded calls, ‘no’ to unknown numbers

As robocalls and phone scams continue to rise, a new Transaction Network Services (TNS) survey reveals that most Americans now want businesses to clearly identify themselves when calling. According to the study, conducted with Kantar, 76% of U.S. adults say...

82% of shoppers demand price transparency as hidden fees threaten brand loyalty

New VTEX report reveals that 82% of Americans consider clear pricing and no hidden fees essential to a less stressful and more satisfying shopping experience. The survey, with over 1,000 U.S. adults, highlights how hidden charges and unclear fees erode consumer...

Pushing experience innovation with Valtech

Almost every business will tell you they play a good CX game, with enhanced this, AI-powered that and elevated experiences flying into the ceiling. But the results inevitably tell a different story, especially around much-vaunted AI efforts. To dig into...

Voice, chat, and action: why agentic AI is winning in CX

According to Forethought’s 2025 AI in Customer Experience Benchmark Report, companies utilising agentic AI are seeing significant advantages over those using traditional or simpler AI solutions. Agentic AI is proving to be more effective and cost-efficient in handling customer service...

Stop annoying your customers! The new rules of digital marketing

The battle for consumer attention in the digital age is fierce, and brands risk alienating audiences if their messaging is irrelevant and overwhelming. “The number one mistake is that people think that everything they have to say is important,” Rony...

Return deadlines missed? ReturnQueen and Poshmark offer a second chance

ReturnQueen, the on-demand return pickup service, has announced a partnership with Poshmark, the fashion resale marketplace. This collaboration introduces a new feature within the ReturnQueen app that lets users quickly resell items they can no longer return, transforming missed deadlines...

Over 70% of shoppers prioritise speed over branding in new retail loyalty shift

A new survey by Radial reveals that consumer loyalty is no longer won by branding alone. After surveying 1,000 shoppers, the findings show that 72% of consumers now rank delivery speed as the most critical factor influencing repeat purchases, followed...