Tag: Customer Experience

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...

Infobip Adds Voice to WhatsApp Business, Bridging Messaging and Real-Time Support

Infobip has introduced WhatsApp Business Calling, a new feature that enables companies to make and receive voice calls directly through their WhatsApp Business accounts. With this new capability, businesses can initiate and accept voice calls globally via WhatsApp’s familiar interface, meaning...

Meta Acquires AI Voice Startup PlayAI to Boost Its Generative Audio Capabilities

Meta has acquired PlayAI, a generative voice technology startup that enables the creation of realistic, human-sounding speech. The deal, confirmed by a Meta spokesperson and first reported by Bloomberg, signals Meta’s deepening investment in AI as it looks to expand...