Tag: Customer service

Dining Out in the U.S. Is Becoming a Rarer, More Deliberate Occasion

Inflation, shifting priorities, and new digital habits are turning each restaurant visit into a more selective experience, one that must feel worth the time and cost. A new Reputation survey conducted with Nielsen, released to coincide with National Leave a Review...

This Week in CX: AI Risks, Workplace Safety, and Engagement Innovations

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted AI scams costing businesses millions, building psychological safety at work, and how voice-based AI could boost employee engagement. We are also discussing updates from the...

This Week in CX: From Broken CX to Human-Centered Experiences

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored CX and culture, covering Ian Fishwick’s leadership lessons, broken CX in organisations, trust in search, human-focused insurance with LV’s Chloe Stuttard, and AI project...

Retailers Find Growth in Letting Customers Pay Their Own Way

Retailers are learning that the fastest way to grow might not be through new products or promotions. Instead, it’s letting customers pay however they want. A global study from ACI Worldwide and Payments Dive finds that 65% of retailers say offering...

Zendesk Adds Voice AI and Video Support to Speed Service

Zendesk has introduced major updates to its Resolution Platform, adding voice AI and video support to help service teams work faster and more effectively. The enhancements, announced at the company’s AI Summit, cover customer service, employee support, and contact centre...

This Week in CX: AI Agents Take the Lead

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how Brits are turning to ChatGPT for their next pint spot, best practices for employee engagement surveys, and the gap between brand trust and...

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...

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...

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...