Category: Customer Experience

Over 60% of shoppers say retailers are to blame for returns shenanigans

Retailers may be cracking under the weight of their own kindness. A new report from Forter, the Trust Platform for digital commerce, reveals that 68% of consumers in the U.S. and U.K. believe retailers make it too easy to exploit...

Talkdesk is taking over banks and credit unions with new AI agents

Talkdesk has launched a new generation of AI agents built specifically for banks and credit unions to provide faster, smarter, and more secure customer service, delivered at scale. The AI agents use advanced technology to understand customer context, respond with empathy,...

Smobi taps Vonage to transform e-commerce messaging with RCS

Smobi has partnered with Vonage to bring Rich Communication Services (RCS) to its clients via the Vonage Messages API. This collaboration allows e-commerce businesses using Smobi to offer verified, branded, and interactive messaging experiences that improve customer trust, boost engagement,...

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...

The feedback you didn’t know you needed: altering the customer experience

While organisations often chase bold insights to drive innovation and gain a competitive advantage, the most valuable insights frequently come from unexpected places. Small but significant details in unsolicited feedback — whether that’s the thickness of the gravy at KFC,...

Noura Mohammad Al Remeithi of MBRHE crowned GCXA CX leader of the year

The Mohammed Bin Rashid Housing Establishment (MBRHE) had a splendid day at the 2025 Gulf Customer Experience Awards (GCXA), with Noura Mohammad Al Remeithi, capturing the CX Leader of the Year award. The Awards International event celebrates the best of...

Big businesses are drowning in data and failing to turn it into AI success

Big businesses are throwing everything they’ve got at AI: budgets, teams, tech, and yet many are stuck spinning their wheels. New research from journey management platform TheyDo reveals that while enterprise leaders are more data-reliant than ever, the quality and...

What’s holding Americans back from financial confidence?

Nearly half of Americans (44%) think about their financial readiness daily, but that awareness doesn’t always translate into confidence—36% say they aren’t sure they could handle an unexpected bill. These insights come from TD Bank’s new financial report, which surveyed...

Price tags vs. planet: Shoppers reveal what really matters in the aisle

As Earth Day approaches, a fresh poll from the Marine Stewardship Council (MSC) offers a revealing look at how Americans are navigating the grocery store with one eye on their wallets and the other on the planet. The numbers tell a...

45% still waiting — banks are too slow for modern business

The latest OvationCXM report highlights some alarming trends that banks and credit unions can no longer ignore. As many as 41% of respondents say they experience significant challenges navigating fragmented systems, often needing to work with multiple people or departments...