Customer Experience

8x8's new AI Routing isn't just about faster call queues. It's a platform-wide play to find the single best person in your entire company to solve a problem.

Conduent's new AI platform aims to break language barriers and accelerate agent training. But is this the future of customer service or a high-stakes bet?

Kura Sushi's new Honkai: Star Rail partnership isn't just about themed food; it's a masterclass in symbiotic marketing and the future of retail experience.

As AI and human agents create disjointed customer experiences, Zenarate's new Evolve platform promises a unified approach to training, managing, and improving both.

AI is rapidly resetting customer expectations, creating a high-stakes race for brands. But are they upgrading experience or just cutting costs? A deep dive.

After a 30-year hiatus, Hardee's is back in NASCAR. Its new Bubba Wallace meal reveals a sophisticated strategy blending nostalgia, celebrity, and culture.

Fetch Pet Insurance was just voted #1 by Newsweek readers. But behind the award lies a story of radical policy changes and a mission that could reshape the industry.

Viscosoft's third straight Wirecutter win isn't just about a product. It's a story of meticulous design, market savvy, and the booming sleep health economy.

United Airlines is leveraging Starlink and DIRECTV to stream live sports at 35,000 feet, a strategic move reshaping inflight entertainment and pressuring rivals.

Darley Newman's new book isn't just a guide to hidden history; it's a map to untapped investment opportunities in the booming experiential travel market.

A new partnership between CX giant Alorica & AI startup Crescendo aims to solve AI's biggest challenge: mastering live, human-centric conversations.

Rentokil Terminix is betting on data, not just chemicals, to win the pest control war. How smart sensors and Google bookings are changing an age-old industry.

Equity Prime Mortgage is the first 100% third-party lender to offer full loan disclosures in six languages, a move that could unlock homeownership for millions.

The mountain brand's new Flatiron flagship isn't just retail. It's a calculated play to build an intelligent network of community in NYC's crowded fitness hub.

As the nation’s largest consumer auto leasing company marks a half-century, its 12-year award streak reveals a model built on relationships, not transactions.

Luvme Hair isn't just selling wigs; it's executing a masterclass in strategy, using tech and community to disrupt an industry and capture the #1 spot.

A new strategic alliance between Infobip and Publicis Groupe's Digitas aims to fuse communication infrastructure with AI marketing, creating a formidable end-to-end customer engagement solution.

A new partnership in the UK financial sector uses a single digital platform to eliminate the painful process of notifying hundreds of companies after a death.

Shanghai's ambitious 'Summer' festival isn't just about tourism. It's a calculated play to cement its global status as a capital of culture and consumption.