Tag: Customer Experience

The human toll: job cuts, AI stores, and frontline abuse

Frontline workers face increased abuse and stressA Perceptyx report reveals that 53% of frontline workers encounter verbally abusive or threatening customers, with retail workers most affected (61%). The study surveyed 21,000 employees and also highlights that 81% feel burned out,...

NICE and Deloitte Digital boost customer service with AI and automation

NICE has partnered with Deloitte Digital to transform customer service through end-to-end AI and service automation solutions. This collaboration focused on elevating customer service as a key business differentiator by enhancing interactions with advanced, AI-driven capabilities.“Our clients understand the need...

The future of post-purchase: parcelLab brings AI to retailers

parcelLab has introduced AI-powered Post-Purchase Agents at Shoptalk Spring 2025 in Las Vegas, bringing automation and intelligence to retailers’ post-purchase operations. These AI Agents help brands streamline order management, enhance customer interactions, and improve operational efficiency—seamlessly integrating into existing workflows...

Real retention: Why brands need to rethink their loyalty programmes

With people suffering from loyalty programme fatigue, the benefits and perks offered by brands need to show better value for their customers argues Zac Eller, GM, Global Partnerships, ExpressVPN.Across industries, there’s a tried and tested method businesses use to keep...

Hospitality with soul: an interview with Ilunion Hotels’ Inmaculada Martinez Ruiz

Many hospitality companies talk a good customer experience, but seem surprised when you ask them for examples of actual customer happiness. That’s not how Ilunion works, providing a true focus on the customer experience. From its work in understanding the...

Maximus enhances government services with AI-powered customer experience   

Maximus has integrated Salesforce’s Agentforce into its Total Experience Management (TXM) platform to revolutionise public sector customer service. TXM, launched in 2024, is a cloud-based suite that aims to enhance agency missions and streamline government service delivery through advanced AI...

From stage to office: AI for theatre translation, flexible work for dog owners, and business optimisation

AI-powered live translation expands access to off-broadway theatre New York’s off-Broadway play Perfect Crime now offers live AI-powered translations, making performances accessible to non-English speakers. Audience members scan a QR code to select from 60 languages, listening via headphones while following...

The art of listening to what’s not said: How I learned to detect customer frustration without a complaint

Have you left a restaurant mildly annoyed but still told the waiter it was “fine” before vowing never to return? That’s the quiet churn many businesses face daily, a trend that’s costing them more than they realise.I’ve worked in fast-paced...

Fujitsu brings FICO’s advanced analytics to Japan, expanding digital finance 

Fujitsu Limited has joined forces with FICO to introduce FICO’s solutions to the Japanese financial market, with ambitions to expand further into other regions. Starting in July 2025, Fujitsu will integrate FICO Platform’s Omni-Channel Engagement Capabilities into Japan’s financial institutions...

New Adobe-AWS partnership brings AI-powered customer insights and marketing solutions 

Adobe has announced a strategic collaboration with Amazon Web Services (AWS) to improve the way marketing and creative teams deliver personalised customer experiences at scale. By merging Adobe’s expertise in Customer Experience Orchestration with AWS’s cloud infrastructure, the partnership aims...