Tag: CX news

American Airlines promises free Wi-Fi for loyalty members to elevate in-flight experience

American Airlines has announced it will offer free in-flight Wi-Fi to AAdvantage loyalty programme members on more than two million flights annually starting January 2026, in partnership with AT&T.The move is part of a wider push to enhance the customer...

Green skills gap widens, Vivo launches mental health campaign, and marketplaces disrupt shopping search

UK faces green skills gap as demand for sustainability roles growsAccording to Indeed, more than a quarter of UK employers are struggling to fill sustainability roles due to skills shortages. Nearly half of jobseekers cite a lack of qualifications or...

Ascend’s new smart inbox uses AI to tackle insurance paperwork so you don’t have to

Insurance automation company Ascend has unveiled Smart Inbox, an AI-powered inbox for insurance agencies that promises to chew through billing documents so humans don’t have to.Whether it’s binders, quotes, invoices, or those dreaded commission statements, Smart Inbox reads it all,...

Digital gift cards get smarter, but retailers don’t

U.S. merchants are levelling up their digital gift card programmes, but a new report reveals they’re still falling short on AI innovation and social media strategy.Blackhawk Network (BHN), in partnership with NAPCO Research, has released its 8th annual Digital Gift...

This week in CX: is retail evolving faster than we can see?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we explored the push for the revolution of in-store retail, the need for AI in customer-centric organisations, and how helping customers is the priority now more...

Aircall’s new AI voice agent promises 24/7 call coverage without breaking the bank

To help growing businesses manage missed calls, Aircall has launched its new AI Voice Agent, a virtual call handler that never sleeps, never calls in sick, and doesn’t cost a fortune.Announced today, this always-on assistant is designed to answer inbound...

Americans prefer chit-chat with AI over tapping and typing

Americans like to talk. A lot. So much so that chatting with their AI tech now beats tapping or typing.According to the AI Gap Study by Iris Flex, U.S. consumers are now twice as likely to speak to their smart...

Survey reveals Americans’ biggest tax season fears

A new survey reveals how Americans really feel about tax season and the unusual tactics some use in pursuit of a larger refund.The research, commissioned by tax software provider TaxAct, polled 1,000 adults across the U.S. and uncovered a mix...

This week in CX: the rise of human-centric leadership

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we explored the push for human-centric organisations, the influence of consulting, Gen Z’s growing dislike of credit cards, and why Brits shy away from salary discussions.We’re...

HBX Group leverages AI to turbocharge customer experience

It was a nine-year journey to get HBX Group to its IPO in February of this year. The €725 million raised from the public offering is expected to go towards paying down debt and accelerating the next phase of growth...