Core Insights - More than half of global executives (57%) are confident that AI will enhance customer experience (CX), yet only 17% believe their organization is currently optimizing CX effectively, indicating a significant opportunity gap [1][2] - The gap in CX optimization is a global challenge, with rising customer expectations presenting opportunities for companies that can close this gap [2] - Nearly three-quarters of respondents are optimistic about AI's benefits, with 33% believing it will be extremely impactful and 40% believing it will be impactful [3] CX Optimization and Spending Trends - Two-thirds of business leaders express confidence in their organization's resources for effective CX management, with 69% increasing investments in marketing resources and 73% boosting investments in tools and technologies for CX enhancement over the past two to three years [4] - Looking ahead, 76% of respondents expect increases in CX spending, with 53% anticipating increases of less than 10% and 23% expecting increases exceeding 11% [5] Strengths and Weaknesses in CX Strategy - The top strengths identified in CX strategy include brand promise, while the top weaknesses include omni-channel experience [6] - In the Asia-Pacific region, 57% of executives consider CX extremely important, but only 14% believe their company is very effective at optimizing performance [6] - 71% of respondents feel their organization is effective at maintaining customer trust in data practices, while 65% believe their company is transparent about data collection and usage [7] Execution Challenges - There is a contradiction where 64% of executives believe in their company's ability to gain actionable insights from CX data, yet they often fall short in execution, particularly in leveraging technology effectively [8] - The disconnect between confidence in CX strategy and the actual customer experience highlights the need for organizations to shift from intention to execution and commit to sustained investment in CX capabilities [9] Methodology - The insights are based on a global survey conducted by Protiviti and the University of Oxford, involving over 250 board members, C-suite executives, and other business leaders across 20 countries, representing more than 25 industries [9]

DEARBORN, Mich., July 8, 2025 /PRNewswire/ -- Percepta, a customer experience (CX) leader purpose-built for the automotive industry, is celebrating 25 years of transforming customer engagement for premiere car brands across the globe. Launched in 1999 as a joint venture between TTEC Holdings, Inc. (NASDAQ: TTEC) and Ford, Percepta has evolved into a global CX partner operating in 13 countries and 60 markets, delivering seamless experiences across multiple channels—from voice and chat to email, social, and a ...

今天分享的是：2025年全球零售行业人工智能应用研究报告：互动时代的演进（英文版） 报告共计：34页 这份报告聚焦全球零售行业人工智能应用，探讨了其在互动时代的发展态势。 人工智能营销已从理论走向实践，营销人员将其纳入策略并探索可能性。在社会经济存在不确定性的背景下，零售商需整合客 户数据以打造人工智能驱动的规模化个性化客户体验，全球超80%的零售商正使用或转向SAP。 消费者愈发精明，常借助人工智能寻找产品和优惠却未必察觉，他们期待高度个性化体验，这要求营销团队整合企业资源计 划，连接运营数据与客户体验，并与各部门合作实现品牌差异化。 关键发现方面，线上线下融合加深，55%的零售购买发生在实体店，54%通过在线市场；人工智能成效显著，71%的营销人员认 为其加速了营销活动开展；个性化至关重要但存在差距，69%的消费者对个性化产品推荐满意，却有较多消费者认为品牌不够 理解自己或未个性化内容；人工智能应用受认可，消费者在客服聊天机器人等方面有积极体验；消费者对人工智能的数据隐私 信心不足，且营销人员与消费者在部分方面存在认知差距。 在态度上，不同地区的营销人员和消费者对人工智能的看法存在差异。营销方面，人工智能 ...

Core Insights - Zenvia Inc. reported a strong revenue growth of 39.2% year-over-year, reaching BRL 295.9 million in Q1 2025, driven primarily by a 58.5% increase in CPaaS revenues [11][24][13] - The transition to Zenvia Customer Cloud is progressing as planned, with expectations for completion by year-end 2025, which is anticipated to enhance long-term performance [2][6] - General and administrative expenses (G&A) decreased by 24% year-over-year, resulting in G&A as a percentage of revenues improving to 8.0% [17][18] Financial Performance - Normalized EBITDA for Q1 2025 was BRL 20 million, down 15.1% from Q1 2024, attributed to lower gross profit from the CPaaS segment due to increased SMS costs [11][18] - Gross profit decreased by 23.7% year-over-year to BRL 61.7 million, with a gross margin of 20.8%, down 17.2 percentage points from the previous year [11][24] - Non-GAAP Adjusted Gross Profit reached BRL 74.2 million, a decline of 20.8% year-over-year, with a Non-GAAP Adjusted Gross Margin of 25.1% [11][31] Segment Analysis CPaaS Business - CPaaS revenues totaled BRL 215.2 million, reflecting a 58.5% increase year-over-year, although Non-GAAP Adjusted Gross Profit fell by 38.7% to BRL 30.8 million, resulting in a Non-GAAP Adjusted Gross Margin of 14.3% [10][13] - The growth in CPaaS was primarily driven by higher SMS volumes from large clients, which have lower margins [11][15] SaaS Business - SaaS revenues increased by 5.1% year-over-year to BRL 80.7 million, with a slight increase in gross profit to BRL 30.9 million, but the gross margin decreased to 38.2% [7][9] - The transition to Zenvia Customer Cloud is impacting SaaS margins, which are expected to improve as the business scales [9][16] Customer Metrics - Total active customers decreased to 10,462, down 21.1% year-over-year, with a notable decline in both SaaS and CPaaS customer bases [11][24] - Active customers in the SaaS segment were 5,668, down 20.6% year-over-year, while CPaaS active customers were 4,794, down 25.8% [10][11]

Barack Obama, Black Pink, Chris Martin, Richard Branson, and the late Queen of England. How are they relate to this girl on the right hand side of the picture. Have a guess.I will reveal the answer later in my talk. I've had a fancy career. In the last two decades, I built multi-million dollar private client businesses for the world's top luxury brands.My job was to grow teams that strive in relationship building with the top 1% of the luxury clients. We work very hard to create memorable customer experienc ...

WASHINGTON, June 26, 2025 (GLOBE NEWSWIRE) -- ibex (NASDAQ: IBEX), a leading global provider of business process outsourcing (BPO) and AI-powered customer engagement technology solutions, today announced it has been ranked as a Leader in the Frost Radar™ Customer Experience Management Outsourcing 2025 report for both North America and Latin America.  “We are proud to be named a Leader by Frost & Sullivan in its highly respected Frost Radar™ report for CX management outsourcing, which accurately reflects ibe ...

NEW YORK, June 24, 2025 (GLOBE NEWSWIRE) -- Verizon today announced its most significant customer experience transformation, designed to empower customers with easier, more personalized support. This evolution, a key component of Verizon's multi-year consumer strategy, introduces immediate and ongoing enhancements across customer care, digital services, and retail, leading the industry across every service dimension, built on America’s largest, fastest and most reliable 5G network at home and on the go. "To ...

Core Insights - Flow Capital Corp. has made a follow-on investment of $1.5 million in GetTattle Inc., increasing its total investment in the company to $5.5 million, indicating strong confidence in Tattle's potential and market opportunity [1][2] - The additional funding will support Tattle's growth, particularly through the launch of its AI Coach features, and will help expand its presence in key enterprise sectors [2] - Tattle has appointed Kevin Quinn, a seasoned finance executive with extensive experience in technology and consumer sectors, to its Board of Directors, which may enhance its strategic direction [3] Company Overview - Tattle is a leading Customer Experience Improvement (CXI) platform designed for multi-unit hospitality brands, currently active in over 15,000 restaurant locations, including well-known brands like Chili's and Hooters [5] - The platform integrates with restaurant technology to connect brands with guests, translating feedback into actionable insights to improve guest satisfaction and revenue [5] - Flow Capital Corp. provides flexible growth capital and alternative debt solutions to high-growth companies, focusing on revenue-generating, VC-backed, and founder-owned businesses seeking $2 to $10 million in funding [6]

Core Insights - Mosaicx has launched its next-generation Engage platform, which is an AI-native, omnichannel virtual agent solution designed for modern enterprises, showcasing its commitment to innovation and customer experience [3][4] - The company received the CCWomen's Best Workplace for Gender Equity Award, highlighting its dedication to fostering an inclusive workplace culture [2][4] Company Developments - The Engage platform aims to enhance customer interactions by enabling adaptive, voice-led, and personalized experiences, moving beyond traditional intent-based workflows [3] - Mosaicx's strategic priorities include leading with breakthrough technology, delivering measurable customer outcomes, and cultivating a high-performing, inclusive culture [4] - The new Engage platform is set to be generally available in Q3 2025, indicating a timeline for market introduction [4] Industry Impact - Mosaicx's innovations are positioned to improve customer retention, reduce operational costs, and provide faster time to value for clients across various sectors, including healthcare, financial services, and retail [4][5] - The company is part of WestCX under the West Technology Group portfolio, which is managed by affiliates of Apollo Global Management, indicating strong backing and resources for its initiatives [5]

Core Insights - Infosys and Adobe have announced a strategic collaboration to enhance the marketing lifecycle for global brands using AI, aiming to unify customer experiences, personalize content, and streamline workflows for efficiency [1][6] Group 1: Infosys Aster™ and Adobe Collaboration - The collaboration will leverage Infosys Aster™, a suite of AI-enhanced marketing services, and Adobe's capabilities to create a unified customer experience at scale [1][2] - The partnership aims to empower Chief Marketing Officers (CMOs) to deliver timely and relevant brand experiences across various channels and touchpoints [3][6] Group 2: Marketing Solutions and AI Integration - Infosys Aster™ provides AI-powered agility to the marketing value chain, enabling marketers to respond to changing customer behaviors and market trends [2][3] - The integrated solution allows for hyper-targeted personalized campaigns, improving campaign performance by 27% for a retail jewelry brand through the use of Adobe technologies [4][5] Group 3: Workflow Efficiency - The collaboration introduces autonomous agents to optimize marketing tasks, resulting in a 20% increase in campaign go-live efficiencies for a technology giant [5][6] - Marketers can automate content creation and streamline campaign workflows, enhancing overall channel efficiency [5][6] Group 4: Market Context and Future Outlook - The Infosys CMO Radar 2024 indicates that 62% of AI-fluent CMOs see their influence growing in corporate decisions, highlighting the increasing importance of AI in marketing [3] - The partnership is positioned to address the need for AI-native marketing tools that understand individual customer needs, aiming to drive sustainable value for brands and customers alike [7]