Tag: CX news

This week in CX: how much trust would you place in genAI?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the role of AI in customer service and the level of trust customers and industry leaders have in genAI solutions. We’re also...

Americans eye financial goals for 2025: saving, earning, and budgeting take priority

Financial ambitions are high for 2025, with many Americans setting their sights on saving more, earning more, and managing their budgets better. A new Discover Personal Loans survey reveals that over half of U.S. consumers plan to make financial resolutions,...

Consumers seek AI solutions for enhanced shopping experiences

Artificial Intelligence is transforming consumer shopping experiences, with new research from NielsenIQ (NIQ) indicating a significant appetite for AI assistance in this area. The study, titled “Consumer Jobs-To-Be-Done Using Artificial Intelligence Computing,” reveals that consumers are twice as likely to...

75% of leaders blindly trust data despite fears of missed opportunities

Many business leaders are finding themselves caught in a paradox: the very tools designed to guide decisions are creating new challenges. Over-reliance on static dashboards, coupled with limited time for in-depth analysis, is leaving leaders unsure whether their insights are...

First Insight expands partnership with M&S to transform clothing & home categories

AI-driven retail solutions provider First Insight has expanded its partnership with Marks & Spencer (M&S), extending its services across M&S’s entire Clothing & Home business. Originally focused on the Lingerie category in 2015, this collaboration now aims to enhance customer...

7.68 billion interactions and record engagement define 2024 holiday shopping season

The 2024 Black Friday and Cyber Monday period marked a standout year for retail, generating $118.2 billion in November revenue, including $10.8 billion on Black Friday alone, according to Adobe. Alongside record-breaking sales, brands achieved 7.68 billion customer interactions across...

PerfectServe partners with Five9 to revolutionise hospital contact centres

Clinical communication and collaboration platform PerfectServe has partnered with Five9 to transform hospital contact centres by combining advanced automation with healthcare-specific communication tools.The partnership integrates PerfectServe’s Operator Console, a cloud-based alternative to traditional hospital switchboards, with Five9’s Intelligent Virtual Agent...

This week in CX: are employees becoming more dissatisfied at work?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the importance of human touch in the age of artificial intelligence, as well as the reasons behind the ‘ productivity theatre’ trend...

How are millennials shopping this holiday season?

Millennials are rewriting the rules of holiday shopping, ditching big-box stores in favour of small, independent businesses and embracing the ease of online retail. New research from Dentsu shows this tech-savvy and values-driven generation stands out from other age groups,...

Verint adds a CX/EX scoring bot to its bot suite

Verint has introduced the CX/EX Scoring Bot, an AI-powered tool that delivers real-time customer and employee experience scores. As part of the Verint Agent Copilot Bots suite on the Verint Open Platform, the bot sets itself apart by offering immediate...