Tag: Customer Experience

UK consumers demand empathy from AI in customer service

The latest Consumer Voice Report 2025 from ServiceNow paints a clear picture of changing consumer expectations in the UK when it comes to AI in customer service. The report reveals that British consumers no longer view AI as impressive simply...

Oh Polly improves NPS with revamped returns experience

Fashion brand, Oh Polly has boosted its net promoter score (NPS) and cut its cash refunds, by overhauling its returns process. The online retailer started working with Loop Returns in 2023 to transform its returns experience for customers and improve...

AI learns to behave, companies lobby for climate, and TikTok faces EU scrutiny

European companies shift toward pro-climate lobbyingAccording to Influencemap, a growing number of European companies now support strong climate policies. In 2025, 23% of companies lobbied in line with 1.5C °C climate goals, up from just 3% in 2019. Over half...

DoorDash and Wing launch drone delivery in Charlotte 

DoorDash has teamed up with Wing, a residential drone delivery company, to bring autonomous aerial delivery to the Queen City for the very first time. The partnership aims to revolutionise how Charlotte residents receive meals, snacks, and essentials, delivering speed,...

Clerk Chat and Telecom giants launch North America’s first unified RCS messaging experience 

Clerk Chat has partnered with Google, Verizon, T-Mobile, and AT&T to deliver interactive digital content via Rich Communication Services (RCS) messaging. This marks the first time in North America that RCS capabilities have been launched simultaneously across multiple carriers, ushering...

The future of fast food: 77% of drivers want to skip the line with in-car voice assistants

A recent study conducted by SoundHound AI reveals a shift in consumer behaviour that could reshape the future of food ordering. According to the findings, 94% of U.S. drivers who use or have access to voice assistants frequently order food...

This week in CX: deepfakes, digital payments, and destination travel

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how deepfakes are emerging as a new security threat in call centres, why Gen Z and Millennials demand seamless in-app payments, and what the...

Why B2B customer experience should stop chasing ‘faster’

Speed is everywhere. Same day delivery. Instant payments. Real time support. In B2C, it works. The faster you are, the better you look.We live in an era where ‘I need it now’ has become the rallying cry of the digital...

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...

Press Ganey Forsta acquires InMoment

Press Ganey Forsta has announced the acquisition of InMoment, paving the way for a new era in experience intelligence.Bringing these two powerhouses together will enhance the combined company’s ability to capture and analyse experience data from different sources—including surveys, social...