Tag: US

Perception Is Profit: Forrester’s Total Experience Score Reveals All

New research from Forrester reveals that when companies align their brand promise with actual customer experience, they can unlock up to 3.5x more revenue growth. Yet, many brands are missing this opportunity. Forrester’s 2025 Global Total Experience Score Rankings show...

8×8 Targets Rising Digital Fraud with Fast-Deploy OTP Solution

As global cyberattacks spike by 44% year-over-year, the security conversation has shifted from the IT backroom to the frontline of customer experience. Nowhere is this more critical than in industries like healthcare and education, which have seen cyberattack rates skyrocket...

Over 50% of Customers Want AI to Talk for Them, Says Gartner

By 2028, customer service will look drastically different, and the shift is already underway. According to a recent Gartner survey, 51% of customers say they’d be happy to let a GenAI assistant handle support interactions on their behalf. That’s not...

Genesys Brings Intelligent Autonomy to Customer Experience

As businesses look to unlock new frontiers in customer engagement, Genesys has unveiled Genesys Cloud AI Studio and its first feature, AI Guides, a combination built to transform how brands deliver intelligent, personalised service at scale.With 80% of business leaders...

Only 10 Brands Got CX Right in 2025. Is Yours One of Them?

Customer experience continues its global slide, and the numbers are impossible to ignore. According to Forrester’s 2025 Customer Experience Index (CX Index), just 10 brands worldwide—less than 5%—earned “elite” status this year, maintaining top-tier rankings in how customers perceive their...

Text Me, Don’t Email Me: The Retail CX Wake-Up Call

New research from UJET reveals a major shift in what truly influences consumer buying decisions. Hint: it’s neither AI nor a fast reply. It’s not even empathy from human agents. Today, nearly half of consumers (46%) say a mobile-friendly customer...

From Chaos to Clarity: Infosys and Adobe Are Powering Next-Gen Marketing

Infosys and Adobe have joined forces to transform how brands engage, serve, and grow their customer bases. The alliance will combine Infosys’ AI-amplified marketing suite, Infosys Aster, with Adobe’s content and experience platforms to deliver real-time, personalised, and scalable marketing...

Zillennials Have Arrived—And They’re Booking Cruises

Generational shifts are reshaping how Americans travel—and what they expect from travel loyalty programs. According to a new report by arrivia, based on a survey of U.S. adults who travelled in the past year, younger travellers are rewriting the rules...

Layoff Survivors Face a Learning Crisis with Real Business Consequences

While layoffs often grab the headlines, it’s the employees left behind who are carrying the burden, and many are doing it without a roadmap. A new survey from Kahoot! reveals that U.S. companies are neglecting a critical part of their...

Message Received: The RCS Revolution Is Here

Business messaging is evolving fast, and Infobip is at the centre of it. According to Infobip’s new report, Rich Communication Services (RCS) messaging is seeing explosive growth, redefining how brands connect with their customers. Based on over 530 billion...