Tag: Customer Experience

Brands Overestimate Trust, Consumers Overlook Promises

It’s a simple assumption many business leaders make: if we deliver consistent messaging, customers will naturally trust us. But new research shows that assumption may be dangerously out of step with reality. In fact, confidence in customer experience may be...

Sprinklr’s New AI Agents and Copilot Aim to End Clunky Customer Service

Sprinklr has launched AI Agents, Copilot, and enhanced Customer Feedback Management (CFM) capabilities designed to streamline customer service and improve efficiency across the customer journey. The new Sprinklr Copilot acts as a real-time assistant for support teams. Instead of wading through...

(Almost) Nothing Beats an In-Store Experience

Online shopping may be convenient, but for most consumers, it still can’t replace the feeling of walking into a store. According to Chatmeter’s 2025 In-Store Specialty Retail Report, 91% of shoppers say digital channels don’t compare to the in-store experience,...

Holiday Shoppers Don’t Trust the Hype

Nearly 7 in 10 shoppers (69%) confessed they’ve sent back items bought during major sales events, according to Akeneo’s latest PX Pulse survey on holiday shopping behaviour.  According to the shoppers, poor product quality, confusing or missing details, and misleading images...

This Week in CX: Where AI, Gen Z, and Trust Collide

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored agentic AI in CX, Gen Z putting life on hold for financial security, smarter employee listening strategies, and how AI-powered verification is boosting trust...

Easy Cancellations Could be the New Loyalty Strategy in Subscriptions

When was the last time you cancelled a subscription — and then came back later? The option to pause or leave without hassle is exactly what convinces many consumers to stay loyal in the first place. According to Chargebee’s 2025 Global...

Balancing Dreams and Dollars in Today’s Economy

A recent U.S. Bank survey reveals that many Americans are taking responsible steps with their finances—budgeting, investing, cutting back on extras, and even creating financial plans. Yet, despite these smart habits, most feel as though their progress is slipping further...

AI Blind Spots: 85% of Enterprises Fear They Have Just 18 Months to Catch Up

Enterprises are racing headfirst into artificial intelligence. By the end of 2025, AI investments are expected to hit $644 billion, yet the business case for these massive bets remains shaky. According to the Larridin 2025 State of Enterprise AI Report,...

Customer Experience Strategy: From Foundations to Future-Ready Digital CX

Customers today don’t buy products. They buy experiences. When those experiences disappoint, they’re quick to walk away. 1 in 3 will abandon a brand they used to love after just one bad interaction. On the other hand, companies with a...

Five9: Agentic AI Isn’t the Future of CX, It’s Already Here

AI in the contact centre has moved from hype to measurable outcomes. After years of experimentation and small-scale pilots, many organisations are now committing to enterprise-wide deployments. Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9, believes the timing...