Tag: Customer Experience

AI Copilots Are Saving Support Teams Thousands of Hours in 2025

According to the 2025 Customer Service Benchmark Report by Freshworks, AI in customer service has become a business-critical tool. The data shows that 32% of customer service practitioners already use AI, while 47% of companies that haven’t yet adopted AI...

Talkdesk Launches UK Regional Cloud to Serve Regulated Industries with Local Hosting

Talkdesk has unveiled its new UK Regional Cloud, giving its customers across the United Kingdom the ability to host their contact centre operations locally, a move designed to strengthen data compliance and enhance customer experience (CX) in the region.“The launch...

Holiday Shoppers Are Spending Big in 2025, And They’re Rewriting the Rules

Tariffs, inflation, and global uncertainty aren’t stopping consumers from embracing the 2025 holiday season. According to the Salsify Consumer Holiday Shopping Report, 75% of shoppers plan to spend the same or more on gifts this year, a clear sign that...

Crescendo Integrates Amazon Nova Sonic to Deliver 24/7 AI-Powered Voice Support

Crescendo has unveiled a breakthrough in voice automation. By integrating Amazon’s Nova Sonic foundation model, designed specifically for advanced speech recognition and generation, Crescendo now provides businesses with fully automated, human-like voice support across all customer touchpoints.With this new capability,...

Is Your Loyalty Program Built for Today’s Consumer?

Loyalty isn’t what it used to be, and consumers are making that clear. According to new research from Kobie, brands are facing a pivotal moment. As economic pressures rise, cultural divides deepen, and new technologies reshape expectations, shoppers across the...

This Week in CX: AI Phishing, Impulse Buys & the Frustration Economy

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how Gulf brands are using AI to slash costs while boosting CX, why mobile users are hitting their limit in the frustration economy, and...

Odigo Just Solved the CX Problem No One Was Talking About

As customer experience (CX) solutions grow more sophisticated and more expensive, Odigo asked a different, much-needed question: “In the race to be more advanced, who’s making sure everyone can still afford the basics?”With many providers chasing high-end enterprise features and...

What’s Fuelling Impulse Buys in 2025? Promotions, Displays & Instant Gratification

Even as economic caution grows among U.S. consumers, discretionary spending remains surprisingly resilient. According to a new report from Optimum Retailing, 72% of Americans made an unplanned in-store discretionary purchase within the past month. This trend persists despite nearly 7...

Welcome to the Frustration Economy: Mobile Users Are Over It

Mobile user frustration is hitting record highs in 2025, according to Fullstory’s newly released report. After analysing over 14 billion user sessions across industries like retail, financial services, food and beverage, travel, gambling, and software, the findings show that mobile...

Phishing Through AI? Hidden Email Prompts Can Trick Google’s Gemini

As AI tools have become integrated into our daily workflows, customer experience professionals must remain aware of emerging risks. One such concern has just come to light, as Google’s Gemini chatbot can potentially be manipulated to spread phishing attacks.Gemini, part...