Digital transformation

Recruitment dips, flex work stalls, and airports prepare for touchless travel

Air travel set for major overhaul with digital ‘journey pass’ Air travel is on the verge of a tech-driven transformation, as the UN’s aviation body, ICAO, plans to replace boarding passes and check-in procedures with a digital “journey pass.” Stored on...

Customers are tired of searching: smarter digital experiences are the future of CX

Coveo’s latest report highlights that despite advancements in AI and digital self-service tools, the customer journey is still riddled with friction—especially when finding accurate, relevant information. Based on a survey of 4,000 consumers across the U.S. and U.K., the report highlights...

Conversational AI gets a human touch with evoAI

Alorica has introduced evoAI, a conversational AI platform designed to redefine how brands engage with customers. Blending rule-based logic with advanced neural network intelligence, evoAI delivers consistent compliance in structured interactions and fluid, human-like responses when navigating more complex conversations. “Under...

Customers crave real human help as brands fall short on experience expectations

A recent InMoment reveals a troubling gap between customer expectations and brand performance, highlighting that many businesses are still missing the mark despite heavy investment in automation and AI. As many as 81% of respondents say they still need to...

CEOs make big big push for AI but less work/life balance

The growing love-in between CEOs and AI continues, making it a staple of the employee experience. That’s while the notion of work/life balance at startups gets ripped up in recent leadership memos and interviews. In the pro-AI corner, Shopify’s CEO,...

AI joins the fight against fraud with NICE Actimize’s Xceed agents

NICE Actimize has launched its latest innovation—Xceed AI agents—which are built to work inside its FRAML (Fraud and Anti-Money Laundering) solutions. These intelligent agents act as dynamic partners to human analysts, constantly evolving to detect new financial threats and improve...

Americans embrace ChatGPT, but still rely on humans for high-stakes advice

According to a recent study from Express Legal Funding in collaboration with SurveyMonkey, over half of U.S. adults (60%) have turned to ChatGPT for advice or information. Among those users, 70% found the responses helpful, pointing to a growing comfort...

From aisles to algorithms: the evolution of in-store retail

Modern retail is at a pivotal juncture, balancing technological innovation and human interaction. “Never mind how much retail tech you use, that’s all very nice, but one-on-one will never go away,” Silvia Coleman, VP of thought leadership at CXG, told...

Over 80% of companies say loyalty is more important than ever

A recent survey by Apadmi revealed that 67% of businesses anticipate increasing their investment in digital loyalty initiatives over the next 12 months. The report shows that loyalty is more critical than ever, with 81% of respondents noting that loyalty...

Aussie dollar dips, festival ticket scams rise, and Publix faces checkout fraud claims

Aussie dollar slumps to Covid lows, driving up prices The Australian dollar has plunged to its lowest level since 2020, falling to 59.64 US cents amid fears of a global recession triggered by Donald Trump’s proposed tariff plan. This sharp drop...

K Senukai’s bold investment in smart and secure technology

K Senukai is committed to driving innovation and technological progress, with a bold strategy to invest €100 million in advanced technologies, including artificial intelligence (AI), by 2030.These strategic investments are already reshaping operations, optimising processes, and strengthening the company’s market...

Cyara unveils AI-powered innovations for seamless CX assurance

Cyara has introduced six innovations to enhance and modernise customer interactions across complex digital landscapes. These latest advancements build upon Cyara’s AI Trust capabilities, expanding global testing coverage in over 100 countries and launching the first fully integrated CX Assurance...