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Author: CMSWIRE

Japanese firms are embracing AI at speed, while US companies remain more cautious. Yet when it comes to service failures, consumers in both markets share a breaking point—difficult escalation and poor access to humans drive anger, disloyalty and even revenge behaviour.

Author: TECH

As digital platforms race to scale customer support with AI chatbots, most customers remain unconvinced.

Author: NewsSap

UAE-based Grandiose Supermarket, part of the Ghassan Aboud Group, has signed an agreement to implement RISE with SAP S/4HANA Cloud – Private Edition, integrated with SAP Business AI, as the digital backbone of its nearly 50-store retail network.

Author: ITPro

B2B customers now expect the same seamless, low-friction experiences they enjoy with consumer platforms like Amazon and Uber.

Author: PRNnewswire

Mobile penetration across Asia-Pacific has surpassed 100% in nearly every market, creating hyper-connected customers who seamlessly move between multiple messaging apps and expect instant, context-aware service.

Author: April Lara

This week, innovation is taking centre stage as AI tools move from concept to frontline applications, reshaping how companies anticipate and respond to customer needs.

Author: April Lara

The Irish CX Impact Awards 2025 celebrate companies that push the boundaries of customer experience, demonstrating creativity, insight, and measurable impact.

Author: BCT

TELUS Digital has opened a Dubai office to meet surging demand for AI-driven digital transformation and customer experience innovation across the Gulf.

Author: CED

A new bill would restrict federal grants and loan guarantees for companies shifting call centre roles overseas, with offenders facing penalties and a five-year listing unless they repatriate jobs.

Author: MacRumors

Apple is trialing a new chatbot-based Support Assistant within the Apple Support app, now available to a limited number of iPhone users via a new “Chat” button.