Tag: Customer Experience

Grasshopper levels up: smarter tools for faster responses and better organisation

GoTo has just rolled out updates for its virtual phone system, Grasshopper, designed specifically for small business owners. These new features aim to streamline how businesses communicate, boost efficiency, and improve the overall customer experience, all while helping teams stay...

Shifting tides in retail: millennials want in-store, AI fights theft, tariffs hit fast fashion

Millennials prioritise the in-store experience in apparel shopping A ChangeUp report reveals 70% of millennials choose apparel retailers based on in-store experience, valuing alignment with their values more than any other demographic. Gen Z, despite being digital natives, is equally likely...

Manychat secures $140M to power the future of conversational AI in social commerce

Manychat has secured $140 million in new growth capital, led by investment firm Summit Partners. This latest round brings the company’s total funding to $163.3 million since its inception in 2015, building on its $18 million Series A, backed by...

Rise in remote work fuels spike in employee data breaches

Breaches involving employee data have soared to their highest level over six years, with reported incidents rising by 14% in 2024. According to a new analysis by law firm Nockolds, the number of reports submitted to the UK’s Information Commissioner’s...

Sitecore launches AI innovation lab to accelerate marketers’ AI adoption journey

Sitecore has announced the launch of the Sitecore AI Innovation Lab, a new program designed in partnership with Microsoft. This move provides a collaborative and guided environment for marketers to experiment with artificial intelligence (AI) solutions tailored to their unique...

Tourism declines, spending slows, and drivers push back: the economic impact of UK policy and tech

UK tourism hit by policy changes, says WTT The UK tourism industry is under fire as international visitor spending fell by over £2bn in 2024 compared to pre-pandemic levels. The World Travel and Tourism Council (WTTC) blames government policies, including scrapping...

This week in CX: the accessibility wake-up call and AI’s rising role

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored the state of mobile app accessibility and the urgent need for improvement, the rising expectations around video content, and how AI is reshaping predictive...

Neurodiversity and the customer/employee experience

In the wake of DEI rollbacks and that crushing feeling the world is recessing at an alarming pace, seeing designers, brands and employers continue to improve the experience for neurodiverse people is a refreshing positive. In many cases, the challenge is...

American Airlines promises free Wi-Fi for loyalty members to elevate in-flight experience

American Airlines has announced it will offer free in-flight Wi-Fi to AAdvantage loyalty programme members on more than two million flights annually starting January 2026, in partnership with AT&T. The move is part of a wider push to enhance the customer...

Green skills gap widens, Vivo launches mental health campaign, and marketplaces disrupt shopping search

UK faces green skills gap as demand for sustainability roles grows According to Indeed, more than a quarter of UK employers are struggling to fill sustainability roles due to skills shortages. Nearly half of jobseekers cite a lack of qualifications or...