News
Live-event and lodging sectors brace for 'Junk Fees' rule change, as FTC mandates upfront pricing
The FTC’s “Rule on Unfair or Deceptive Fees” mandates upfront disclosure of total prices for live events and short-term rentals, effective May 12.
AI-driven threats spur Palo Alto Networks to boost defenses with Protect AI acquisition
Palo Alto Networks plans to acquire Protect AI for $500-$700 million to grow its AI security capabilities.
Airbnb's AI CS push aims to rebuild trust amid travel industry shifts
Airbnb deploys AI customer service agent in the U.S., reducing the need for human agents by 15%.
How the marriage of AI and IoT in home security drives better CX and intuitive protection
Hervé Muller of Telecom Design on how AI and IoT are enhancing home security and adapting to user behavior.
To combat rising churn, Verizon taps AI-driven sales led by its CS teams
Verizon reports increase in sales through its CS teams after deploying Gemini AI assistant.
Newark's air traffic crisis exposes urgent need for U.S. aviation overhaul
A major aircraft tracking failure at Newark Liberty International Airport highlights the urgent need for an overhaul of the U.S. aviation infrastructure.
If conversational consumerism is the future, are retailers prepared?
OpenAI introduces enhanced shopping features in ChatGPT. Are brands prepared?
eBay bets on AI overhaul to reclaim e-commerce relevance, targeting niche strengths
In an effort to reclaim relevance through providing modern CX, eBay introduced a new AI buyer-focused shopping agent for personalized product discovery.
Iberian blackout exposes grid vulnerabilities and fragility of public systems
A massive power outage across Spain and Portugal on April 28 left major cities in darkness, disrupting daily life and commerce.
AI
See more
Salesforce debuts Tableau Next, pitched as ‘the world’s first agentic analytics platform’
Salesforce unveils Tableau Next, calling it “the world’s first agentic analytics platform”
CISO warns AI requires a new type of defense to keep customers safe
Jeremy Dodson, CISO at NextLink Labs, advocates for a proactive cybersecurity approach to AI threats, and adopting an attacker mindset.
OpenAI eyes $3 billion Windsurf acquisition to prove AI coding dominance
OpenAI is in advanced talks to acquire Windsurf, an AI-powered coding tool, for approximately $3 billion.
As consumers demand better AI answers to life's hardest questions, Content Legal delivers
Contend Legal uses AI to provide accessible, real-time legal help for individuals facing issues like unfair firings and workplace discrimination.
Automotive
See more
Hertz bets on AI for vehicle inspections, but will customers pay the price?
Hertz partnering with Israeli AI startup UVeye to deploy AI-powered vehicle inspection systems at major U.S. airports, starting in Atlanta.
Car buyers rush to lock in pre-tariff deals, with used market set to surge
Anderson Economic Group says tariffs may add $2,500 to $12,000 to vehicle costs, impacting both consumers and the supply chain.
CS/CX
See more
Report says Florida's Medicaid hotline fails Spanish speakers, despite $12M investment
UnidosUS reports a multi-year operational breakdown in Florida's Medicaid hotline, affecting Spanish-speaking callers.
New Zealand raises consumer care standards for utility companies as costs climb
New Zealand's Electricity Authority mandates new Consumer Care Obligations for power companies, focusing on clear communication and fair fees.
Social Security's tech overhaul risks worsening customer service amid staff cuts
Social Security faces a customer service crisis as AARP reports a decline linked to staff reductions and office closures.
Finance
See more
Bank of America bets big on AI, channeling $4 billion to boost productivity
Bank of America allocates $4 billion of its 2025 tech budget to AI, nearly a third of its $13 billion annual tech spend.
Latest
See more
AI-driven threats spur Palo Alto Networks to boost defenses with Protect AI acquisition
Palo Alto Networks plans to acquire Protect AI for $500-$700 million to grow its AI security capabilities.
Live-event and lodging sectors brace for 'Junk Fees' rule change, as FTC mandates upfront pricing
The FTC’s “Rule on Unfair or Deceptive Fees” mandates upfront disclosure of total prices for live events and short-term rentals, effective May 12.
How the marriage of AI and IoT in home security drives better CX and intuitive protection
Hervé Muller of Telecom Design on how AI and IoT are enhancing home security and adapting to user behavior.
Iberian blackout exposes grid vulnerabilities and fragility of public systems
A massive power outage across Spain and Portugal on April 28 left major cities in darkness, disrupting daily life and commerce.
Retail
See more
eBay bets on AI overhaul to reclaim e-commerce relevance, targeting niche strengths
In an effort to reclaim relevance through providing modern CX, eBay introduced a new AI buyer-focused shopping agent for personalized product discovery.
How rushed AI adoption and implementation can backfire on enterprises requiring CX precision
Brad Meiller of Spectrum Brands discusses the importance of well-planned AI implementation, and maintaining human empathy in customer interactions.
If conversational consumerism is the future, are retailers prepared?
OpenAI introduces enhanced shopping features in ChatGPT. Are brands prepared?
Tariff pressures may offer a rare breakout moment for retailers to better connect with consumers
Tim Zawislack, retail expert and ex-CDO at Conair, says brands heavily reliant on Chinese manufacturing face challenges in passing costs to giant retailers.
Telecom
See more
To combat rising churn, Verizon taps AI-driven sales led by its CS teams
Verizon reports increase in sales through its CS teams after deploying Gemini AI assistant.
Travel and Hospitality
See more
Airbnb's AI CS push aims to rebuild trust amid travel industry shifts
Airbnb deploys AI customer service agent in the U.S., reducing the need for human agents by 15%.
Newark's air traffic crisis exposes urgent need for U.S. aviation overhaul
A major aircraft tracking failure at Newark Liberty International Airport highlights the urgent need for an overhaul of the U.S. aviation infrastructure.
Facing turbulence, American Airlines goes all in on premium passenger loyalty
American Airlines is focusing on its AAdvantage loyalty program and premium cabins as it faces macroeconomic headwinds.
Hotel loyalty programs surge as travelers seek value in uncertain economy
* Hotel loyalty program membership in the U.S. increased sharply in 2024, reaching over 675 million members, according to research from CBRE.