Tag: Customer Experience

Buy Now, Pay Later: America’s Hidden Debt Trap

A new study from LegalShield paints a sobering picture of how deeply Americans have come to depend on Buy Now, Pay Later (BNPL) services, and how that reliance is creating financial and legal trouble for millions. The survey of 2,018...

Google Cloud Unveils Conversational Commerce Agent to Redefine Retail Shopping 

Google Cloud has introduced the Conversational Commerce agent, a new AI-driven solution built on Vertex AI, designed to give retailers more intelligent, personalised ways to engage with customers. As artificial intelligence continues to transform retail, this tool enables businesses to...

Finalists Revealed for the International Customer Experience Awards 2025

The wait is over — the International Customer Experience Awards 2025 finalists have been chosen! Some of the world’s best-known brands are in the running this year, including Vodafone Türkiye, Octopus Energy, TUI, Costa, and MSD. A diverse mix of innovators,...

Strict Returns Policies Risk Driving Away Shoppers, Survey Finds

A new 2025 Global Consumer Retail Returns Survey from Blue Yonder reveals that tightening retail return policies could cost retailers their most loyal customers. The study, which this year expanded beyond the U.S. to include consumers in Australia and New...

This Week in CX: AI Gets Personal, Fashion Goes Digital

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how brands and tech leaders are redefining customer experience—from 8×8’s human-first take on AI, to Zoom’s move into cars, and Ralph Lauren’s launch of...

Zoom Moves into Cars with New LG Partnership

LG Electronics announced that its webOS-based Automotive Content Platform (ACP) will include a native Zoom app, making video conferencing available directly from in-car infotainment systems. The development was revealed at IAA MOBILITY 2025 in Munich, one of the world’s largest...

SurveyMonkey Supercharges Feedback with AI-Powered Analysis and Creation Tools

SurveyMonkey has unveiled its latest suite of AI-powered innovations designed to make feedback collection smarter, faster, and more impactful. The updates include the debut of the new AI Analysis Suite alongside enhanced AI survey creation tools, all built to help...

Instacart and Morrisons Launch First UK Rollout of Smart Trolleys

AI-powered shopping trolleys are heading to British supermarkets for the first time, as Instacart teams up with Morrisons to bring its Caper Carts to the UK. The trial will begin in early 2026 at one Morrisons store, with further expansion...

Ralph Lauren Launches ‘Ask Ralph,’ an AI Stylist for the Digital Age

Ralph Lauren has unveiled Ask Ralph, a new AI-powered digital shopping assistant designed to transform how consumers interact with the brand. This innovative tool offers personalised outfit suggestions and inspiration, drawing from Ralph Lauren’s signature style and available Polo Ralph...

8×8: “AI is a Thought Partner, Not a Thought Leader”

Artificial intelligence may be the fastest-adopted technology in history, but Joel Neeb, Chief Transformation and Business Operations Officer at 8×8, wants businesses to slow down long enough to consider how they use it. “AI is a thought partner, not a thought...