Topic
Tag: Customer Experience
14 stories
AI trust, not AI volume, is marketing’s next edge
ETBrandEquity says consumer confidence in how brands use AI, not AI volume, will be marketing's next edge.
Jio Story: Kirana to Cloud, One Digital Shift
From the khata book to cloud-connected counters, small shops are learning what customers remember and what the data layer can quietly do.
Mastercard’s 6,000-campaign lesson on marketing ROI
ETBrandEquity and Mastercard gathered BFSI leaders on balancing performance spend and brand ROI. Key figures: 6,000 campaigns, a 60:40 split.
99.82%: The Trust Metric Ageas Federal’s CMO Puts First
Erum Kidwai on why marketing now owns business outcomes, how Har Wada Mumkin simplifies insurance, and where AI fits without losing the human touch.
Only 13% of Indian enterprises have scaled Voice AI
Nasscom-Krisp report on 140 organisations finds enterprise Voice AI is still pilot-heavy; language accuracy and integration are the biggest scaling blockers.
Kirana to Cloud: What Shifts When the Shop Learns to Talk Digital
Inside the corner shop's quiet move from paper ledger to cloud record, and what it changes for the person behind the counter.
78% of brands see connected CX; only 25% of buyers agree
Bain's 2005 CX gap barely moved by 2026: 78% of firms say they deliver connected CX, only 25% of customers agree. Culture is the…
Kantar ties customer experience to 2.5x share lift
Kantar and Qualtrics launch Experience Impact to connect CX, brand tracking and operational data—and show which moments build brand equity.
Hyundai takes CX beyond dealerships with one-day camps
Hyundai Motor India is bringing sales, service and exchange experiences to residential communities, fuel stations and shopping hubs on 4 October.
Kroger, Giant Eagle and DoorDash make agentic AI practical
At Groceryshop, Kroger, Giant Eagle and DoorDash detailed agentic AI that turns meal ideas into carts and favors native prompts over pop-up chat.
How Shoppers Stop grew ATV for 15 quarters
Shoppers Stop has grown average transaction value for 15 straight quarters with AI-assisted personal shoppers, loyalty perks and local merchandising.
AI Agents Get a Reality Check: Humans Still in the Loop
AT&T, Crocs, and Southwest are deploying AI agents for speed—but keeping humans in the loop for high-stakes customer moments.