CX

Between cost reductions and cloud adoption, speech analytics will enhance customer interactions in 10 key ways.

The primary reason consumers opt for delivery is convenience—42% of respondents prefer to focus on watching the game or socialising rather than preparing food.

Here are three underexplored CX strategies martech leaders must adopt in 2025.

Generative AI and machine learning will power the next generation of loyalty programmes.

Technological advancements like robotics and automated systems make fulfilment processes faster and more efficient.

No bot is perfect, says Guillaume Laporte, Chief AI Officer of Foundever. Businesses integrating genAI tools to aid high customer support queries must set realistic expectations and not pretend the bot can do everything.

Rewind 2024: Immersive experiences are here to take the customer away from the ordinary. Technologies like AR, VR and AI are at the helm of this, where customers won’t accept an experience that doesn’t offer virtual engagement.

Automated guided vehicles (AVGs) now handle complex logistics tasks, dramatically reducing costs and accelerating fulfilment processes.

Customers are increasingly finding the idea of “going shopping” irrelevant, and instead expect shopping to come to them. Virtual reality gives customers the chance to experience a product first-hand, almost as if in real, yet not.

Consumers want to see, touch, and physically experience a product before they commit to purchase.