Rumors indicate Amazon is reportedly considering an additional investment in AI firm Anthropic, which would bring its total stake to over $8 billion

AI agents will be far more common, even becoming the new, expected way retailers can understand and respond to customer needs

AI provides advanced capabilities for predicting customer behavior, personalizing interactions, and proactively addressing potential issues, leading to higher customer satisfaction and reduced churn

Artificial intelligence has been helping call center employees provide better answers to customers. Now AI agents are handling calls themselves, with high satisfaction rates and only occasional human conversations

Business leaders are doubling down on customer experience, with nearly 90% calling it critical to growth. 80% of leaders think they’re delivering great CX. Only 24% of customers agree

Evidence of American’s new emphasis on customer offerings manifested in February, when the airline created a standalone customer-experience organization

Beyond uses in loss prevention and checkout optimization, AI is poised to play larger roles from enhancing inventory management to improving workplace safety, refining store layouts and supporting more dynamic pricing and promotion strategies

Pepsi is continuing to invest in its artificial intelligence roadmap, looking to implement AI agents within its customer support and business operations. Pepsi has expanded its partnership with Salesforce to deploy its digital labor platform Agentforce

The Negative Review Response Generator is an AI-powered tool leveraging ChatGPT technology, specifically trained on automotive industry review responses. With this new tool, the company maintains that there is an immediate reduction in response time by 80%

Retailers looking to drive more year-round sales and eliminate off-peak season lulls should look to their reward and loyalty programs to proactively engage shoppers in meaningful, strategic ways

PayPal has become a popular target for scammers looking to earn a quick buck. The agency saw $16.6 billion stolen last year, up 33% from 2023. People over the age of 60 suffered the most losses, totaling nearly $5 billion

AI solutions will only lead to improved customer experiences and loyalty if they are aware of the context of each customer interaction

In 2024 Forrester Research suggested that the customer experience quality in the US is now the worst it has ever been

Customer loyalty isn’t mysterious or accidental—it’s built on specific experiences that businesses can intentionally create. When customers find value in their interactions with a company, they’re more likely to return

AI Does 30-50% of Work at Salesforce – A ‘Digital Labor Revolution’ Salesforce has already eliminated more than 1,000 roles this year.

If AI implementation immediately enhances the customer experience—by providing faster responses, 24/7 availability, or more accurate information—then it’s likely a good application. Your customers shouldn’t have to wait for the benefits

Here are five best practices that can transform a loyalty program into a powerful tool for sustainable brand success

To understand how Al will reshape the future of work, there are few better places to start than India’s $280.billion business process outsourcing sector

AI is revolutionizing customer service in 2025, offering speed, personalization and efficiency. But to avoid frustrating users, businesses must ensure the following things

When companies look outside their industry to learn how to create the best customer experience, they are moving from a goal of being best-in-class to achieving world-class status