Tag: Customer Experience

US Senator Calls for Federal Investigation into Shein and Temu over Counterfeit Goods

A U.S. Republican senator has called on federal authorities to open a formal investigation into fast-growing online retailers Shein and Temu, escalating regulatory scrutiny over alleged intellectual property violations and the sale of counterfeit goods. Senator Tom Cotton of Arkansas has...

Customer Experience Experts Highlight Their Relatable TV Heroes and Individual CX Moments of 2025

We’ve already taken a look at the technology that could impact CX in 2026, but let’s slow up for a more personal view from our line-up of tame experts’ CX highlights of this year. Across industry events, awards evenings and...

AWS Takes Aim at Healthcare’s Scheduling Chaos with Agentic AI

Amazon Web Services (AWS) has introduced a preview of new agentic AI capabilities in Amazon Connect aimed squarely at one of healthcare’s most persistent CX problems, which is appointment scheduling. According to figures referenced by AWS, 89% of patients say difficulties...

AI Arrived in Retail. Did Better CX Come With It?

AI in retail arrived at full speed. Shoppers now use AI to research products, compare prices, browse reviews and hunt deals, yet a simple question still hangs in the air: has any of this actually made shopping better? New UK research...

Travellers Expect Flexible Payments, Lufthansa Taps Klarna to Deliver It

Lufthansa Group is taking a significant step toward meeting travellers’ shifting payment expectations, launching a new partnership with Klarna to bring flexible payment options to customers across Europe and the United States. The move aligns closely with consumers increasingly steering...

The EU Could Follow Australia With a Social Media Under-16 Clampdown Impacting CX

Australia has been in the headlines this week as teenagers go to court to win their social media access back The move comes after the Aussie government passed a law banning under-16s from accessing social services. The country’s Online Safety...

Turns Out People Buy More When Apps Aren’t Terrible

Retailers spend millions attracting shoppers to their apps every year. But little do they know that the real difference between a one-off transaction and a loyal customer is much simpler: make the app experience good, and people buy more. A...

Microfeedback, Automated Conversations and RCS: 2026 Predictions Across the Customer Experience Sphere

As the news email in-tray and slew of CX events slows down for Thanksgiving and the holidays, they are replaced by the pitter-patter of not-so-tiny predictions. Ideas of how 2026 will turn out, and what businesses need to do to...

UK Shoppers Turn to Second-Hand and Cheaper Delivery in Response to Rising Costs

Retailers preparing for Black Friday and Christmas are facing a customer base they no longer entirely recognise. ShipStation’s latest survey suggests that rising costs have pushed shoppers into building entirely new habits. Many of those habits now favour second-hand goods,...

DHL Posts HappyRobot’s AI Agents to Support Live Supply Chain Operations

AI agents are all over the news and learning fast in today’s fast-moving organisations. Yet, there are still plenty of firms on the fence over safety, security and reliability. If an organisation like DHL Supply Chain, with a globe-spanning logistics...