Tag: Customer Experience

Interview: The Rise of RCS and Conversational Commerce
In light of Google’s recent news that over 1 billion RCS messages are shared each day (averaged over the last month), now seems like a good time to find out more about RCS technology and how it impacts customer service...

Ventrica Digital Simplifies Zendesk Deployment with a Human Touch
Ventrica has unveiled Ventrica Digital, a new division created to streamline and scale customer experience (CX) delivery for brands looking to enhance service without internal tech burdens. Designed for speed, empathy, and impact, Ventrica Digital provides a fully managed environment...

Scheduling Could Be Retail’s Most Expensive Blind Spot
In the high-pressure, margin-tight world of retail, success often hinges on something deceptively simple: having the right people, in the right place, at the right time. But according to the new report by Logile, most retailers are falling short of...

Parloa and Verint Partner to Redefine the Future of Hybrid Customer Service
Parloa has announced a strategic integration with Verint to bring together Parloa’s AI Agent Management Platform (AMP) and Verint’s robust CX Automation Platform, forging a path toward a blended workforce of AI and human agents.“This partnership allows customers to manage...

6 in 10 Americans Won’t Pay More Than 10% Extra Due to Tariffs
According to new data from ESW, six in ten U.S. consumers say they won’t tolerate more than a 10% price increase due to tariffs. This shows the growing sensitivity to rising costs and a shift in how Americans expect retailers...

USCXA™️ 25 Winners Announcement
The USCXA™️ ’25 Build-up to the Awards and Awards Ceremony took place yesterday, on June 4th. It brought together top customer experience initiatives across the US and marked a day of joy and celebration.This year’s edition of the USCXA™️ witnessed...

Observe.AI Brings Voice of the Customer to Every Corner of the Enterprise
Observe.AI has announced a major evolution of its GenAI Insights platform, equipping organisations with enterprise-wide access to the voice of the customer (VoC) like never before. This expansion transforms every customer interaction into actionable intelligence, delivered directly through intuitive AI...

This week in CX: Gen Z, Pharma Innovation & Beauty Retail Warnings
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how Gen Z rethinks workplace communication, why beauty shoppers feel overwhelmed, Pfizer’s new CX metric for pharma reps, and the pitfalls of poor personalisation.We’re...

The AI Engagement Paradox: Why Customers Still Crave the Human Touch
According to new research from SAP Emarsys, there is a widening gap between how consumer brands are leveraging AI and what customers actually desire from those interactions.“The best personalisation should feel invisible. People love it when a brand just gets...

Mastercard and PayPal Unite to Simplify and Personalise Payments with “One Credential”
Mastercard and PayPal have announced a new collaboration to deliver greater flexibility, personalisation, and simplicity at checkout. The two payment giants are joining forces to expand access to Mastercard’s recently introduced One Credential, a digital innovation that enables shoppers to...