Tag: Customer Experience

GenAI in marketing: who’s winning and who’s falling behind?

Despite the growing adoption of GenAI in marketing, 27% of CMOs report that their organisations have limited or no technology integration into their campaigns. While some companies are leveraging AI at an accelerated pace, others remain hesitant, according to a...

The holiday return flood: 65% of shoppers sending gifts back

According to a recent Akeneo report, nearly two-thirds (65%) of consumers returned or exchanged a holiday purchase this year, with the majority (65%) preferring to return in-store rather than ship products back. This shows a growing consumer awareness of sustainability,...

Is your business missing out? 32% of customers want more chatbot interactions in 2025

Vonage has unveiled its latest customer engagement report, which highlights the evolving consumer preferences for business communications and shows the increasing role of artificial intelligence (AI) in enhancing customer interactions.“A highlight of this year’s results is the reinforcement on the...

RingCentral boosts the customer comms experience with an AI receptionist

The rise of AI in every facet of business continues with a new AI-powered receptionist. RingCentral’s AIR helps SMBs maintain good communications for a positive customer experience. It helps eliminate missed calls, and can boost business outcomes and ensure...

This week in CX: can AI and humans coexist in CX?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re exploring the growing tension in the work-from-home debate, how Gen Z employees are driving the shift toward remote work, and why adding a human touch...

Sitecore unveils over 250 innovations to transform digital marketing with AI

Sitecore has announced an impressive array of over 250 innovations to enhance its intelligent digital experience platform (DXP) and content management system (CMS). These advancements are centred around enhancing marketers’ capabilities to create and deploy exceptional digital customer experiences.“Our AI-driven...

Can automation enhance your contact centre experience?

A recent Talkdesk report reveals that many contact centres still rely heavily on live agent interactions despite technological advancements. The data highlights key challenges, such as inefficient IVR systems, lengthy hold times, and agents struggling with time-consuming manual tasks, all...

HR under scrutiny, experience trumps location and closing the 50+ gender pay gap

Leaders voice doubts about HR and marketing effectiveness Nearly half (45%) of business leaders question professionalism in HR, marketing, and sales, according to the Chartered Institute of Marketing (CIM). Professional development is seen as key to improving perceptions. HR professionals must...

HyperAR brings true indoor navigation for great CX and EX

The laughable quality of interior GPS and mobile reception in some places has left big gaps in indoor navigation. Gaps that even the major map applications struggle to fill. Soon shops, colleges and enterprises can finally show guests or customers...

Asian banks experiment with remote customer service robots

British high-street banks continue to close at an alarming rate. As usual, Japan is showing a way forward with robots working as assistants to deal with customer service queries when an in-branch visit is essential. In Japan, Mizuho Bank in...