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201 pieces in the archiveLast updated: October 27, 2026 at 07:00 AM (Istanbul)8 links in "What we read"

CX IN NUMBERS

25%the largest reduction achieved in after-call workCMSWire
74%the share of consumers who have had to repeat their information to an AI assistantTwilio
45%B2B buyers who use generative AI in their purchasing processCustomer Experience Magazine
82%female employees reporting a positive employee experience at organizations on the listGreat Place To Work
0.62%ChatGPT sessions as a share of Google organic search sessions, in a 100-site analysisMarie Haynes
94%interest in the discount season, PwC Türkiye surveyPwC Türkiye
80%The four retailers' share of responses to delivery, checkout, store pickup, returns, complaints and trust questionsBrandRank.AI
53%Surveyed contact centers that do not consider their data organized or centralized enough for AICMSWire
68%the share of participants who say the most effective influence is the kind people don't noticeForrester
$525Starting civil penalty for violators of the ruleCustomer Experience Magazine
More than 50%consumers who stop responding to direct surveysQuantum Metric
67%drop in the caregiving burden for municipal tasksCustomer Experience Magazine
82%of US B2C marketing executives expect to provide stronger justification for AI investmentForrester
80%Share of frontline workers at international companies that Gartner predicts will be supported by physical AI by 2030Gartner
$5.66 billionapproximate enterprise value Salesforce announced for BrazeSalesforce
80%Share of brands in Acxiom's survey that find it difficult to manage customer experience across multiple platforms, partners or providersAcxiom
2.6%Drop in the ACSI satisfaction score for U.S. federal services (68.6)ACSI
632%one-year growth in AI-referred visitsContentsquare
83%consumers who say they have had to explain their problem all over again, at least sometimes, after being transferred to an agentFive9
87%of customers want companies that use generative AI in customer service to offer the option of reaching a human agentGartner
65%Experts on the MIT Sloan panel who agree or strongly agree that the real test of responsible AI will be preserving human judgmentMIT Sloan Management Review
92%share of consumers who give an AI agent fewer than 10 minutes before escalating to a humanFive9
62%share of experiences leaders estimate they personalizeDeloitte Digital
30pre-built CRM skillsCustomer Experience Magazine
14in 14 of 15 categories, a higher share of women than men considered the leading brand indispensableMediaCat
More than 10%share of Britons who have stopped complaining altogether, according to TalkmobileTalkmobile

Retail

Retail

ChangeUp: Top stores give customers more reasons to return than convenience alone

Costco, H-E-B and Fleet Feet stood out in ChangeUp's customer survey, which rated stores on memorability, desire to visit and intent to return.

October 27, 2026 · 1 min

Retail

PwC Türkiye: Interest in November discounts rises to 94%; consumers tread carefully by checking price history

In a PwC Türkiye survey of 10,000 consumers in Türkiye and Europe, shoppers vet discounts using price history, comparison sites, and AI assistants.

October 26, 2026 · 1 min

Retail

Snap appoints Robert Downey Jr. honorary Chief Customer Experience Officer for SPECS

Known for many major roles including Marvel's Tony Stark, the actor will show people what the see-through glasses can do; Snap did not disclose the terms of the deal.

October 23, 2026 · 1 min

Retail

Walmart says it is reinvesting savings from AI in pricing and customer experience

Speaking at Goldman Sachs' consumer and retail conference, Walmart US head David Guggina put the company's own AI assistant, Sparky, at the center of this shift.

October 12, 2026 · 2 min

Retail

Traffic to US retail sites from AI sources rose 393% in Q1 2026

The growth figure comes from Adobe and compares the quarter with the same period a year earlier. According to NRF and Salesforce data, meanwhile, 45% of online shoppers turn to AI assistants for product discovery, but fewer than 12% say they have completed a transaction from start to finish in a third-party chat interface.

September 24, 2026 · 2 min