Top News in Customer Contact Today

CCW Digital monitors trends across industries to identify the most relevant content and data for customer contact professionals in today’s ever-changing customer contact landscape.

• As Black Friday and Cyber Monday continue to merge into one epic shopping weekend, payment tech giant Block (formerly Square) offers interesting insights in their live shopping dashboard. As of Monday morning, Saturday has been the biggest shopping day of the weekend (so far).
• Amazon, Best Buy, Walmart and more are dropping prices for Cyber Monday even lower than Black Friday, polarizing customers. We examined what Black Friday will look like as e-commerce dominates shopping experiences.
• After promoting the AI-powered browser Arc to mixed reviews over the past two years, The Browser Company is pivoting to a new AI browser called Dia that makes even bigger promises.
• Cognigy’s Agentic AI gives us a glimpse into the future of Composite AI, blending “agentic, autonomous decision-making with traditional, flow-based interactions within a single conversation” to create the most optimized experiences for every customer.
• Zingly, a digital-first contact center provider, found in a recent survey that 71% of customers find customer service interactions more stressful than the problem that prompted them to reach out.
• Cognitive scientist, author and entrepreneur Gary Marcus offers warnings about the risks of unregulated AI, providing a solemn reminder that many people who will use AI products–customers and employees–do not understand how they work.