Tag: CX news

Banks in a bind: Card experience fails to win customer loyalty

It’s no secret that the banking industry is in a customer experience crisis. Adding to the challenge, retail banks are having difficulty retaining customers, according to a new Capgemini report. Over 70% of cardholders are indifferent or dissatisfied with their...

Migrant care workers, consumer spending, and Boots’ future: uncertainty across industries

Migrant care workers trapped by unfair repayment clauses Migrant care workers are being exploited through excessive repayment clauses, forcing them to stay in poor working conditions, according to the Royal College of Nursing (RCN). Calls to the RCN’s advice line on...

Businesses struggle to find their way in the AI buzz, reveals Sabio

As the excitement surrounding artificial intelligence in customer experience shows no signs of slowing down, many businesses are still grappling with the practicalities of implementing these technologies. This reality was revealed during Sabio Group’s AI Community Day, held on March...

This week in CX: is Gen Z’s phonophobia a myth?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re exploring topics such as BambooHR’s training program addressing Gen Z’s phonophobia, their surprising preference for phone calls in customer service, and the future of leadership.We’re...

Is your CX strategy obsolete? How AI is revolutionising customer insights

The customer experience (CX) landscape is evolving, changing how businesses connect with consumers and redefining expectations at every touchpoint. The rise of AI, the abundance of data across channels, and the increasing expectation that organisations offer personalised omnichannel experiences are...

Gen Z’s dirty little secret: They actually like phone calls for customer service

For years, we’ve been told that Gen Z hates phone calls, but a new study suggests otherwise. According to research commissioned by PolyAI, a whopping 86% of Gen Z and younger Millennials prefer calling customer service over using digital-first options,...

Microsoft is shutting down Skype in May 2025

After more than two decades, Microsoft is pulling the plug on Skype, with the service officially shutting down on May 5, 2025. The news first surfaced when users discovered a hidden message in the HTML code of Skype for Windows,...

This week in CX: why are Americans delaying life goals?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we are exploring the future of feel-good marketing, the impact of inflation on Americans delaying life goals, and why younger employees are experiencing heightened workplace stress.We’re...

Survival mode: Online retailers scramble to dodge tariff fallout

A tidal wave of tariffs and regulatory shake-ups is sending shockwaves through the e-commerce world, with a staggering 83% of industry executives fearing for their companies’ survival. That’s the grim warning from Swap’s latest Tariff Turmoil Report, which paints a...

Deutsche Telekom and Google Cloud introduce AI-powered network management

Deutsche Telekom and Google Cloud have announced a partnership to develop an AI-driven agent for Radio Access Network (RAN) operations, aiming to enhance network reliability, reduce operational costs, and improve customer experience.  Abdu Mudesir, Group CTO, Deutsche Telekom, said: “Traditional...