Tag: Customer Experience

Q&A with Stephanie Ogulin

Customer experience has become an engine of growth, loyalty, and competitive differentiation. Yet creating seamless, human-centred experiences across complex organizations remains a challenge. Few understand this balancing act better than Stephanie Ogulin, MA CCXP, founder of transformXP and an accomplished...

Zoomtopia 2025: AI Companion 3.0, Bringing Agentic AI to Work and Customer Experience

Zoom announced the arrival of AI Companion 3.0, the latest iteration of its intelligent assistant designed to weave agentic AI across every corner of its platform, at its flagship event, Zoomtopia 2025. More than just an assistant, AI Companion 3.0 is...

Sorry, Mom: AI Wins When It Comes to Choosing Outfits

Nearly half of shoppers (45%) say they don’t care if a product recommendation comes from a human or from AI, as long as it fits their needs. That’s one of the headline findings from the State of Ecommerce 2025...

Cracker Barrel Results Highlight the Cost of Rebranding Gone Wrong

The pressure from marketing teams or agencies, year after year, for a rebrand, refresh or restyle is a constant in most larger companies. The chance to evolve, widen the audience, or reach out to Gen-Z can sound like a compelling...

CallTower Unveils Ascend Teams Contact Center: A New Era of CCaaS Innovation

CallTower has announced the release of its latest solution: Ascend Teams Contact Centre. Built to support the evolving requirements of today’s enterprises, this next-generation platform enables organisations to deliver superior customer interactions, optimise workflows, and gain actionable business intelligence—all directly...

This Week in CX: AI Challenges, Gen Z Habits, BNPL Risks

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored why CX leaders still struggle to turn AI investments into results, why more than half of Gen Z check employer social media before applying,...

CallMiner’s 2025 CX Landscape Report Highlights AI’s Rapid Growth Despite Governance Gaps

Generative and agentic AI are no longer experiments for most customer experience (CX) leaders. According to CallMiner’s 2025 CX Landscape Report, 96% of global CX and contact centre leaders believe implementing AI (including generative and agentic AI) is key to...

Sephora Partners with Uber Eats to Deliver Beauty On-Demand 

Uber and Sephora have teamed up to make beauty shopping faster and more convenient than ever. Beginning today, shoppers across the U.S. and Canada can order from hundreds of Sephora locations through Uber Eats, with delivery arriving in as little...

From Free Shipping to Flexible Returns: The New Rules of Retail

Nearly 3 out of 4 U.S. shoppers plan to split their 2025 holiday spending between online and in-store channels, according to Ryder System’s study. The report tracks how Americans’ shopping behaviours and expectations are shifting year over year, and for...

CX Leaders Love AI, So Why Can’t They Make It Work?

Most (96%) of customer experience (CX) leaders worldwide now see artificial intelligence, spanning generative AI and agentic AI, as a cornerstone of their strategy, a sharp rise from 87% last year, according to CallMiner’s newly released 2025 CX Landscape Report...