Customer Experience
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AI
Why Agentic AI Is Causing Customers to Expect More and Tolerate Less
As AI takes over more of the customer experience landscape, replacing long hold times with immediate responses, customers are beginning to expect instant solutions across the board.
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Trends
Broadridge Survey: Most Companies Miss the Customer Experience Mark
A new survey finds that 71% of consumers say that most of the companies they do business with need to improve their customer experience.
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Tech & AI
Luxury Appliance Brand Fisher & Paykel Taps Agentic AI for Efficiency
AI agents now resolve 70% of Fisher & Paykel’s customer service product troubleshooting queries. Read how the New Zealand-based brand is infusing agents more into the customer experience.
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AI
Target Debuts Enhanced AI Gift Finder for Holiday Season
Target adds a slew of customer experience digital upgrades to help shoppers find products in store and online faster.
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Research
Forrester Survey: Customer Experience the Top Focus for B2C CMOs in 2026
A new survey from Forrester suggests that many B2C CMOs are planning to make the customer experience (CX) their top priority in 2026 — a notable shift from last year, when CX didn’t even crack the top five priorities in the same survey.
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Shopper/Retail
How Kohler Boosts Conversion from the Product Detail Page
The kitchen and bath manufacturer is overhauling all of its product images on every retailer and marketplace where it sells.
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Shopper/Retail
Bissell Shares Four Quick Customer Experience Conversion Wins
Cleaning products manufacturer Bissell tests copy and website organization to boost sales.
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Social
Emplifi Survey: Social Shoppers Seek Authenticity, Value, Appealing Visuals
Marketers looking to drive more social commerce revenue should lean into discounts for social offers, craft visually appealing posts that resonate with their audience and sprinkle a little humor into the mix.
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Digital
ADT Marketing Part 2: EVP & CMO DeLu Jackson on Customer Experience, Insights and Attribution
ADT’s CMO delves into customer experience, demand planning, consumer insights, digital attribution and DEI strategy.
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Data Driven ROI
3 Ways to Create Personalized Customer Experiences on a Budget
Here are three ways companies can create cost-effective personalization to enhance customer satisfaction.
