Tag: Customer Experience

This week in CX: from AI hype to human impact

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored the rise in e-commerce AI spending, shifts in 2025 corporate travel plans, and how AI is enhancing—not replacing—human roles. We’re also discussing new updates from...

HappyorNot customer data shows emerging CX retail trends

The human schedule for being happy or grumpy is a well-known rhythm to customer support agents and retail staff. A fresh report from HappyorNot highlights the happiest time for customers is that early bird slot of between 7AM and 8AM,...

Smobi taps Vonage to transform e-commerce messaging with RCS

Smobi has partnered with Vonage to bring Rich Communication Services (RCS) to its clients via the Vonage Messages API. This collaboration allows e-commerce businesses using Smobi to offer verified, branded, and interactive messaging experiences that improve customer trust, boost engagement,...

The feedback you didn’t know you needed: altering the customer experience

While organisations often chase bold insights to drive innovation and gain a competitive advantage, the most valuable insights frequently come from unexpected places. Small but significant details in unsolicited feedback — whether that’s the thickness of the gravy at KFC,...

What’s holding Americans back from financial confidence?

Nearly half of Americans (44%) think about their financial readiness daily, but that awareness doesn’t always translate into confidence—36% say they aren’t sure they could handle an unexpected bill. These insights come from TD Bank’s new financial report, which surveyed...

From telecom churn to test reform: personalisation, policy shifts, and precision in modern business 

Personalisation powers Verizon’s growth despite churn Verizon is leveraging personalisation and loyalty to fuel its growth, even as it faces short-term customer churn. CEO Hans Vestberg credits AI-driven tools like MyPlan and the Verizon Access loyalty program with creating more seamless...

45% still waiting — banks are too slow for modern business

The latest OvationCXM report highlights some alarming trends that banks and credit unions can no longer ignore. As many as 41% of respondents say they experience significant challenges navigating fragmented systems, often needing to work with multiple people or departments...

Not replaced, reimagined — how AI is elevating human agents

Today’s customers want answers—fast, relevant, and human-like. Yet, many organisations remain stuck in outdated support models, leading to frustrated customers, burned-out agents, and plunging satisfaction scores. Info-Tech Research Group has released its latest report to offer a roadmap for how...

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...