PTP

Global provider of customer experience #CX solutions & services. Vendor and software agnostic. Sharing #custexp insight, strategy and best #custserv practices.

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Nissan's CX lesson: unify feedback across touchpoints, then assign owners to fix what customers experience.

https://t.co/AEETuGIusZ

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Delta’s 2023 SkyMiles devaluation angered longtime members who felt betrayed. Many travel influencers promote ‘free’ trips, ignoring real costs and program erosion. Airlines now prioritize profit over customer loyalty https://t.co/1rdaY5SnXN

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Customers have two big complaints from their AI interactions: they can’t reach a person when they need to and they have to repeat themselves https://t.co/Cb54hpHpmc

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98% of organizations use some form of AI in customer experience. Generative AI is at 74%, and scripted AI is at 65%. But only 24% use agentic AI, which refers to systems that take a goal, reason through it, and act across systems https://t.co/tVM1HH2zLV

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Tariff refunds emerged as a meaningful earnings tailwind for major U.S. retailers, helping Walmart, Target and Dollar General strengthen margins while giving them additional flexibility to invest in pricing, promotions and customer experience. https://t.co/iZnRqFaMLX

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Salesforce acquired Listen Labs, an AI customer-research startup whose agents interview and simulate customers, for roughly $2 billion, about 67 times its $30 million in annualized revenue https://t.co/aZ3bvtUQyP

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Amazon Web Services CEO Matt Garman said the company has stopped using nondisclosure agreements (NDAs) in its dealings with government agencies as it seeks approval to build new data centers https://t.co/fIfj5ZISXY

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The AI funding landscape is undergoing a massive shift - investors are quietly sitting out on costly foundational models. They want tailored solutions for specific sectors that solve repeatable customer needs https://t.co/u6LrAMe1rY

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The use of artificial intelligence (AI) to analyze football plays in-game is starting to transform our understanding of the NFL game, specifically running plays and offensive line performance. https://t.co/0smfojGFUX

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AWS fuels its booming chip business with a $1 billion deal with longtime chip partner Synopsys https://t.co/HfIyeIVra7

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US PayPal users can utilize the PayPal app to complete in-store payments at Weixin Pay merchants throughout the country. This innovative integration means that travelers can now pay like a local without needing additional apps or local bank accounts https://t.co/Iavtlcb6Uw

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Consumers see higher prices and reduced customer support in a time of record corporate profits, and it’s weighing on their satisfaction, ACSI finds https://t.co/PPbMxP7oHR

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Wise leaders create cultures that arm employees with the capacity, authority, and encouragement to deliver customer experiences with a surprise. Such leaders understand the difference between predictable value-added and random value unique https://t.co/Ske8A6imvq

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Autonomous AI is no longer theoretical: 16% of people have used AI that acts on their behalf in the past six months alone. AI use is moving from low-risk assistance to higher stakes decisions, including health, finance and transport https://t.co/iJxYx3bqWt

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Loyalty embedded finance is defined as blending customer loyalty features with banking and payment products into one seamless customer experience. Brands can approach this emerging area impacting customer loyalty from two distinct starting points https://t.co/eJYZbYvnzi

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96% of decision-makers say their handoffs preserve context. 83% of customers say they have to repeat themselves anyway https://t.co/A084FzXja8

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30% of brands rate their loyalty programs as only somewhat effective, at best. It also reveals where much of that skepticism likely stems: the collection and use of loyalty data—or rather the lack thereof https://t.co/Gw69r9lpER

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Albertsons announced Wednesday a Safeway plugin in ChatGPT that lets customers discover products and build a shopping list in the artificial intelligence platform https://t.co/rXqLIGUGBn

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2/3 of organizations say security and risk concerns are the biggest obstacles to using agentic AI effectively. Businesses need solutions that provide control and accountability while keeping humans involved when necessary https://t.co/niAcRsvb5P

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AI agents need context, permissions, workflows, and knowledge to resolve work safely. Human agents need the same context when an interaction escalates. When that environment is fragmented, both sides struggle https://t.co/CTkvAtmkab