Tag: CX news

This week in CX: from AI hype to human impact

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored the rise in e-commerce AI spending, shifts in 2025 corporate travel plans, and how AI is enhancing—not replacing—human roles. We’re also discussing new updates from...

AW Rostamani wins gold for game-changing tech transformation at GCXA 2025

AW Rostamani has taken gold in the Best Use of Technology category at the Gulf Customer Experience Awards 2025. Faced with rising customer expectations and an increasingly competitive market, the car dealership reimagined how it could use technology to drive...

Tourism declines, spending slows, and drivers push back: the economic impact of UK policy and tech

UK tourism hit by policy changes, says WTT The UK tourism industry is under fire as international visitor spending fell by over £2bn in 2024 compared to pre-pandemic levels. The World Travel and Tourism Council (WTTC) blames government policies, including scrapping...

This week in CX: the accessibility wake-up call and AI’s rising role

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored the state of mobile app accessibility and the urgent need for improvement, the rising expectations around video content, and how AI is reshaping predictive...

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 grows According 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...