Tag: Customer Experience

AI takes centre stage in customer success strategies

According to Gainsight’s Customer Success Index Report, 52% of CS teams leverage AI, transitioning from experimental use to essential integration. These AI tools improve early warning systems, streamline processes, and deliver deeper customer insights, helping businesses anticipate and mitigate churn...

UK brands face loyalty crisis as 83% of consumers feel undervalued   

New research from SAP Emarsys highlights a growing issue for UK brands. 83% of consumers feel unappreciated by the brands they continue to support, and many are reconsidering their loyalty.The Customer Loyalty Index surveyed over 2,000 UK consumers and delved...

Meet the judges for CXMStars 2025

With submissions now closed, judging for CXMStars 2025 is due to start, before the final votes are cast by our CX community.Here is the judging panel for the 2025 edition of CXMStars!Ginger Conlon, director of customer stories, Genesys Ginger Conlon is...

SMS becomes a critical tool for consumer engagement 

According to the latest report by EZ Texting, there has been a dramatic shift in consumer behaviour, with SMS emerging as a pivotal channel for business communication, boasting an astonishing 98% open rate. This shift highlights the transformation of texting...

Great in-store retail experience… so why is the website so bad?

Have you ever walked into a store and felt transported? It might have been the intoxicating scent, the unexpected decor, or the labyrinth-like layout.But that magic often disappears when you visit a brand’s website, despite increased investment in digital brand...

This week in CX: Investing in AI is the key to future-proofing retail

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been exploring the impact of AI on the shopping experience, as well as the role of social media in today’s competitive market. We’re also discussing...

AI skills to lead transformative changes in learning and development for 2025

According to O’Reilly’s recent technology trends report, AI skills are set to drive the most profound changes in learning and development (L&D) in the coming year. The analysis, based on 2024 data from O’Reilly’s tech-focused learning platform, shows surges in...

Arish Global Services partners with Vertex Global Services to drive industry growth

UK-based Arish Global Services has announced a strategic partnership with Vertex Global Services, a Business Process Management (BPM) industry player. The partnership is designed to stimulate industry growth in the UK and India by sharing revenues and enhancing workforce management...

Over 70% of shoppers favour genAI in their shopping journey

A recent report by Capgemini shows that 71% of consumers now desire gen AI to be part of their shopping journey. This shift is mostly driven by gen z and millennials, who prioritise hyper-personalisation and better digital interactions. According to...

CallTower acquires CCaaS provider Inoria

CallTower has announced the acquisition of Inoria, a Canada-based CCaaS provider. This marks another step in CallTower’s pursuit of delivering CCaaS solutions while enhancing its customer experience (CX) and Conversational Artificial Intelligence (CAI) offerings worldwide.“This acquisition offers our combined customers...