Tag: Customer Experience

Zendesk Adds Voice AI and Video Support to Speed Service

Zendesk has introduced major updates to its Resolution Platform, adding voice AI and video support to help service teams work faster and more effectively. The enhancements, announced at the company’s AI Summit, cover customer service, employee support, and contact centre...

Executives Admit Their CX Is ‘Broken’ and Blame It on the Culture

Business leaders may talk endlessly about the power of great customer experience. Yet, few believe they’re getting it right. A new report from WSJ Intelligence and Code and Theory, The Experience Gap: AI’s Imminent Impact on CX, finds that 93%...

Medallia Sees 30% Growth For its AI-Powered Experience Cloud

On the heels of appearances in Gartner’s voice of the customer platforms Magic Quadrant and wider industry recognition. Medallia has announced platform growth of over 30%, driven by AI-focused product innovation and fresh leadership. Last year, CEO Joe Tyrrell stepped down,...

Employee Engagement Ideas That Actually Work: Data-Backed Plays to Lift Retention, Productivity, and CX

Keeping people genuinely excited about their work is getting harder. Gallup says only about 21% of employees feel engaged right now, and that lack of connection costs companies an estimated $8.8–$8.9 trillion a year. It shows up as slow projects,...

This Week in CX: AI Agents Take the Lead

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how Brits are turning to ChatGPT for their next pint spot, best practices for employee engagement surveys, and the gap between brand trust and...

Brands Overestimate Trust, Consumers Overlook Promises

It’s a simple assumption many business leaders make: if we deliver consistent messaging, customers will naturally trust us. But new research shows that assumption may be dangerously out of step with reality. In fact, confidence in customer experience may be...

Sprinklr’s New AI Agents and Copilot Aim to End Clunky Customer Service

Sprinklr has launched AI Agents, Copilot, and enhanced Customer Feedback Management (CFM) capabilities designed to streamline customer service and improve efficiency across the customer journey. The new Sprinklr Copilot acts as a real-time assistant for support teams. Instead of wading through...

(Almost) Nothing Beats an In-Store Experience

Online shopping may be convenient, but for most consumers, it still can’t replace the feeling of walking into a store. According to Chatmeter’s 2025 In-Store Specialty Retail Report, 91% of shoppers say digital channels don’t compare to the in-store experience,...

Holiday Shoppers Don’t Trust the Hype

Nearly 7 in 10 shoppers (69%) confessed they’ve sent back items bought during major sales events, according to Akeneo’s latest PX Pulse survey on holiday shopping behaviour.  According to the shoppers, poor product quality, confusing or missing details, and misleading images...

This Week in CX: Where AI, Gen Z, and Trust Collide

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored agentic AI in CX, Gen Z putting life on hold for financial security, smarter employee listening strategies, and how AI-powered verification is boosting trust...