Tag: CX news

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...

Shoppers say ‘hell no’ to AI buying for them

Retailers are rolling out AI shopping assistants, but many consumers aren’t ready to hand over control. A new Omnisend survey found that 66% of shoppers would not let AI make purchases for them, even if it meant getting a better...

Feel-good marketing is not a trend—it’s the future.

In a world where negativity tends to dominate social media and news feeds, consumers seek uplifting content. A recent study by Upworthy and Alter Agents, “The Power of Uplifting Content,” highlights that positive, feel-good messaging doesn’t just make people happier...

Broadvoice unveils AI tool to deliver deep post-call insights

Broadvoice | GoContact has introduced Post-Call AI, an advanced feature designed to enhance service quality and customer satisfaction by analysing every interaction. Integrated into the GoContact CCaaS platform, the tool uses AI-driven sentiment analysis, automated summaries, and data-rich transcripts to...

Elon Musk’s shake-up, hidden hustles, and the widening class pay divide

Musk’s federal workforce overhaul sparks controversyElon Musk, appointed by President Trump to lead the Department of Government Efficiency (Doge), has ordered federal employees to list their weekly accomplishments or face resignation. The directive, announced on X, has sparked backlash, with...