Tag: CX news

Two purchase attempts are enough to drive shoppers away

Holiday shoppers are spending more this year but are taking a cautious and strategic approach, looking for discounts and seamless shopping experiences. A global survey of over 7,200 consumers done by testing and digital quality solutions company Applause reveals shifting...

Boosting customer satisfaction with a balanced approach to CX and EX  

As AI-driven solutions to improve customer experience (CX) are being heavily invested in by businesses globally, employee experience (EX) can be overlooked. The imbalance can undermine the very outcomes that AI-driven systems are meant to deliver, which is excellent customer...

Alvaria launches intelligence platform to transform contact centre operations with AI

Contact centre infrastructure software vendor Alvaria CX has introduced the Alvaria Intelligence Platform (AIP), designed to enhance the capabilities of enterprise contact centres with advanced AI integration. This launch comes in response to a growing demand for robust compliance features,...

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...