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July 30, 2025
Retail

To win back customers, big brands must act like the 'shop around the corner'

Press Ganey Forsta's Rebecca J. Becker discusses using data to replicate the personalized service of small shops.

by 
Cresta Team
August 11, 2025
CS/CX

IBM’s Global AI Partner on Fixing CX Bots: The ‘Human Touch’ Is Just Good Data

by 
Cresta Team
August 5, 2025
CS/CX

Your customers are looking for help on Google, not your website: Gartner Report

by 
Cresta Team
August 4, 2025
Retail

Retailers lose out as credit card denials drive customers away: report

by 
Cresta Team
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August 11, 2025
CS/CX

IBM’s Global AI Partner on Fixing CX Bots: The ‘Human Touch’ Is Just Good Data

by 
Cresta Team

IBM's Raj Kadiyala discusses data quality as a critical factor in successful AI customer service implementations.

All Topics
August 5, 2025
CS/CX

Your customers are looking for help on Google, not your website: Gartner Report

by 
Cresta Team

A Gartner report revealed over half of customer service journeys now start on third-party platforms like Google and ChatGPT.

All Topics
August 4, 2025
Retail

Retailers lose out as credit card denials drive customers away: report

by 
Cresta Team

A new report from PYMNTS found that one-third of shoppers abandon purchases when their preferred credit method is denied.

All Topics
July 30, 2025
Retail

To win back customers, big brands must act like the 'shop around the corner'

by 
Cresta Team

Press Ganey Forsta's Rebecca J. Becker discusses using data to replicate the personalized service of small shops.

All Topics
July 11, 2025
CS/CX

AI is often demoed under controlled conditions, but only live pressure tests can determine CX outcomes

by 
Cresta Team

Shawn Zhang, Co-Founder and CTO of Sanas, discusses evaluating AI on its failures, not just its successes.

All Topics
July 11, 2025
AI

How experts are using AI to turn call transcripts and historial retail data into real-time growth levers

by 
Cresta Team

John Hughes, Chief Growth Officer of Vintage Cash Cow, uses AI to reclassify call transcripts, revealing new insights without altering products or retraining staff.

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July 11, 2025
AI

Are Enterprise AI strategies collapsing prematurely under the weight of broken data and bad priorities?

by 
Cresta Team

Hilton Enterprise Architect Ali Shoukat highlights the importance of investing in first-party data rather than external lists.

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June 17, 2025
AI

Tech powers hospitality CS, but humans drive the guest experience

by 
Cresta Team

Joshua Viner of TravelAI on how AI is transforming hospitality, but human oversight is essential for memorable service.

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June 9, 2025
AI

Inside the human-first AI adoption trend, prioritizing people and psychological safety over tech

by 
Cresta Team

Alicia Picard of Connext advocates for a "fail forward" culture to foster innovation and psychological safety in AI adoption.

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