Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve explored key developments, including DoorDash’s £2.9 billion acquisition of Deliveroo, AWS’s move to modernise contact centres, and how few UK firms are prepared for upcoming AI regulations.
We’re also discussing new updates from Amazon, Weight Watchers, and more.
Key news
- Amazon will expand same-day delivery to 20 new locations in Europe in the next 12 months, the company announced on Wednesday. Augsburg, Bergamo and Metz are among the next cities to get the service, which is currently offered in 135 places. The e-commerce giant said it is using artificial intelligence to help predict customer demand for products for faster deliveries. Amazon also unveiled its first robot with a sense of touch at a presentation in Germany. The robot can grab three-quarters of items in warehouses and will be rolled out globally over the next few years, raising concerns over potential job losses.
- Global wellness giant Weight Watchers has filed for bankruptcy, aiming to eliminate $1.15bn (£920m, €1.07bn) in debt. Founded as a weight-loss program more than 60 years ago, Weight Watchers has undergone several strategic pivots in recent years and faced pressure from the rise of GLP-1 weight-loss drugs, which it belatedly began offering through its own telehealth platform. Meanwhile, Novo Nordisk, the maker of GLP-1 drugs Wegovy and Ozempic, reported 18% growth in its first-quarter results, but cut its full-year forecast as it struggles against replica drugs in the US market.
- Danish clean energy firm Ørsted has pulled the plug on the UK’s Hornsea 4 windfarm project, blaming increased supply chain costs and high interest rates. The project, based off the coast of Yorkshire, was expected to generate power for more than one million homes using 180 giant turbines. Ørsted’s CEO Rasmus Errboe, who took over the role in January, has warned that without more support, the green energy industry faces a “downward spiral” in light of economic challenges.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Learn all about the latest news related to food delivery companies, trust in AI regulations, and the role of email in today’s marketing strategies.
Cresta and Optimum team up to redefine agent support and customer engagement
Cresta has announced a new partnership with Optimum. Cresta will deploy its generative AI technologies across Optimum’s operations, with a clear goal of improving the customer experience, enhancing agent effectiveness, and fueling revenue growth.
The rollout begins with two of Cresta’s flagship tools: Cresta Conversation Intelligence and Cresta Agent Assist. These solutions will support Optimum’s agents in delivering faster, more insightful interactions, while also optimising sales performance and simplifying back-end tasks.
“Optimum’s mission is to become the connectivity provider of choice in every community we serve, and our partnership with Cresta underscores our commitment to embracing the latest technologies to deliver on that promise,” said Mike Parker, President of Consumer Services, Optimum. “By leveraging Cresta’s generative AI-powered solutions, we’re enhancing sales effectiveness, streamlining post-call processes, and empowering our agents to focus on what matters most—building stronger relationships with our customers.”
With these tools, Optimum gains real-time insights into customer calls, uncovering trends, pinpointing coaching opportunities, and reinforcing effective agent strategies. In addition, these tools provide a data-driven feedback loop that not only supports agents in the moment but improves long-term performance across the board.
“As one of the largest broadband and video service providers in the United States, it is vital that Optimum can provide customers with highly personalised and effective service at every turn. We look forward to helping Optimum drive real-time value from their AI investments in the years to come,” said Ping Wu, CEO of Cresta.
Cresta’s platform aims to turn customer conversations into a powerful strategic advantage, blending real-time intelligence with intuitive agent tools.