Tag: Customer Experience

Brits Lose Patience with Poor Customer Support, and They’re Not Afraid to Walk Away

According to new research by Quantum Metric, more than half of Brits (57%) have abandoned a purchase simply because of poor customer support, proving that bad service doesn’t just hurt brand perception — it hits the bottom line. Whether it’s...

Message Received: The RCS Revolution Is Here

Business messaging is evolving fast, and Infobip is at the centre of it. According to Infobip’s new report, Rich Communication Services (RCS) messaging is seeing explosive growth, redefining how brands connect with their customers. Based on over 530 billion...

AI Is Running Customer Service. Are You Ready for It?

Artificial intelligence has moved out of the sci-fi world and into everyday life, now powering the backbone of most customer service desks. In 2025, the role of AI has expanded beyond simple automation, evolving into a sophisticated orchestration of personalised,...

From Champagne to Sweatpants: What Consumers Are Cutting to Afford Groceries

According to Blue Yonder’s latest survey, as many as 85% of consumers worldwide are worried about the continued rise in grocery prices. Conducted across key markets including the U.S., U.K., France, Germany, Australia/New Zealand (ANZ), and the Middle East, the...

Gift Cards Are the New Currency, And Everyone’s Cashing In

Despite persistent economic uncertainty, American consumers are planning to buy more gift cards in 2025—10% more than they did in 2024, according to new research from Blackhawk Network (BHN). With inflation and cost-of-living pressures still top-of-mind, gift cards are becoming...

AI or Goodbye: The New Rules of Customer Experience in 2025

According to Verint’s new State of Customer Experience 2025 report, 86% of U.S. consumers now recognise the value of artificial intelligence in customer service interactions. Among 18-to-34-year-olds, that number soars to 98%, signalling a major generational shift in expectations.AI isn’t...

Sanas Unveils Breakthrough in Real-Time Speech Translation

Sanas has announced a leap in communication technology by introducing real-time, AI-powered speech-to-speech language translation. The tool uses a proprietary, low-latency AI architecture to directly translate spoken language, all while maintaining high fidelity, identity, and emotional nuance in the speaker’s...

AI Knows What You Want to Buy, And Shoppers Are Here for It

A new report by Bloomreach reveals how artificial intelligence is reshaping the way consumers shop online — and it’s making the experience feel more human than ever. Titled How AI Is Teaching Us to Shop Like Humans Again, the report...

Zoom Reimagines Customer Service with Self-Solving Virtual Agent 

Zoom has announced the launch of Zoom Virtual Agent 2.0, a new upgrade to its AI-powered customer service solution. This next-generation release brings intelligent, autonomous support capabilities across chat and voice, ushering in a new era of self-service with advanced...

This week in CX: Hidden Costs, Smart Conversations & Consumer Pushback

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the rise of RCS and conversational commerce and retail’s biggest blind spots—from price hikes that risk loyalty to the hidden costs of poor scheduling...