Tag: Customer Experience

This Week in CX: Trends, Trust, and Tech You Need to Know

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how retail is fixing mobile customer service, Gen Z and Millennials’ big summer travel plans, the impact of trust on banking choices, and the...

AI Adoption Is Rising, But the Consumer Trust Gap Widens

A new joint report from HubSpot and SurveyMonkey reveals a widening disconnect between how quickly businesses are adopting artificial intelligence (AI) and how cautiously consumers are embracing it. The findings highlight four tensions shaping today’s AI landscape: rapid business integration...

Cresta Brings AI Agent Assist and Conversation Intelligence to Email Support

Cresta has expanded its Agent Assist and Conversation Intelligence solutions to the email channel, bringing the same breakthrough capabilities it pioneered for voice and chat to one of the most widely used customer support formats. This move allows companies to...

Gen Z Puts Their Money Where Their Trust Is

Gen Z is redefining the role of trust in the digital marketplace, and they’re doing it faster than any other generation. According to Queue-it’s The Age of Online Trust Report, which surveyed more than 1,000 consumers worldwide, trust isn’t just...

The New Holiday Shopping Calendar: Starts in Summer, Powered by AI

Holiday shopping is stretching far beyond the Black Friday Cyber Monday (BFCM) weekend, and artificial intelligence is now playing a starring role in how consumers browse, compare, and buy. According to Klaviyo’s survey, over half (54%) plan to use AI...

The Rise of Intent-based UI: How AI is Creating Proactive Digital Experiences

My favourite online bookstore disappointed me for the second time this month by sending me my order in poor packaging that almost damaged the books inside. I asked ChatGPT for a strong letter of complaint that I could send. The...

UK Retailers Must Work Smarter to Deliver More Relevant Communications

It will come as no surprise to most British shoppers that research shows around 60% of consumers find communications from their retailers irrelevant. The Retail Economics Report 2024 from global cloud communications platform Infobip and economic research consultancy Retail Economics,...

NiCE and Salesforce Bring Real-Time AI Orchestration to Customer Service

NICE and Salesforce have expanded their partnership to deliver seamless, AI-powered customer experiences through deeper integration between NICE CXone Mpower and Salesforce Service Cloud. Building on their 2022 launch of Bring Your Own Telephony with Salesforce Service Cloud Voice, the two...

Gen Z and Millennials Plan to Spend Big on Travel This Summer

According to the 2025 Summer Savings Survey by CIT Bank and Harris Poll, 33% of Americans say they’re actively saving for a vacation this year, beating out other major financial goals like emergency funds (30%), new cars (26%), and home...

OpenAI Launches GPT-5: Faster, Smarter, and More Human-Like

OpenAI has launched GPT-5, its most advanced and capable AI model to date, marking what CEO Sam Altman calls a “PhD-level” leap in intelligence. The latest model, launched on August 7, 2025, is faster, smarter, and more useful than any...