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News

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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May 13, 2025
Automotive

Can Tesla's new AI agents mend its service reputation?

by 
Cresta Team

Tesla introduces AI agents for vehicle repairs and insurance customer service to improve communication and expedite resolutions.

All Topics
May 12, 2025
Latest

CFPB retreats on BNPL regulations, raising fresh consumer protection concerns

by 
Cresta Team

The CFPB says it will no longer prioritize enforcing a 2024 rule that extended credit card-like protections to BNPL users.

All Topics
May 11, 2025
AI

Hooters launches internal AI culture ally called Owlbert in pursuit of 'guest-obsessed' experiences

by 
Cresta Team

HOA Brands, parent company of Hooters, launches Owlbert, an AI tool, to reinforce culture and improve employee engagement.

All Topics
May 11, 2025
CS/CX

AI agent assist beats robotic humanless automation in high-touch retail CX

by 
Cresta Team

Kate Guenther, Aritzia's VP of Customer Experience, discusses AI's role in maintaining human connection while improving service quality.

All Topics
May 11, 2025
AI

Klarna's AI experiment hits limits, reverts to human-first workflows as a path to future automation

by 
Cresta Team

Klarna is scaling back its AI-first customer service strategy, acknowledging the need for human interaction to maintain service quality.

All Topics
May 8, 2025
Latest

AI-driven threats spur Palo Alto Networks to boost defenses with Protect AI acquisition

by 
Cresta Team

Palo Alto Networks plans to acquire Protect AI for $500-$700 million to grow its AI security capabilities.

All Topics
May 8, 2025
Latest

Live-event and lodging sectors brace for 'Junk Fees' rule change, as FTC mandates upfront pricing

by 
Cresta Team

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.

All Topics
May 7, 2025
Travel and Hospitality

Airbnb's AI CS push aims to rebuild trust amid travel industry shifts

by 
Cresta Team

Airbnb deploys AI customer service agent in the U.S., reducing the need for human agents by 15%.

All Topics
May 7, 2025
Retail

eBay bets on AI overhaul to reclaim e-commerce relevance, targeting niche strengths

by 
Cresta Team

In an effort to reclaim relevance through providing modern CX, eBay introduced a new AI buyer-focused shopping agent for personalized product discovery.

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