Industry News

CX and contact center industry news—vendor updates, product launches, funding and M&A, regulations, market trends, earnings/analyst reports, CCaaS/CRM/CDP moves.

Amazon to Pay $1.5B to Prime Members the FTC Says Were 'Trapped' in Subscriptions

Capital One Joins FedNow, Cornering Bank of America as Final Holdout

PayPal Bets on AI Ecom Transactions as User Engagement Falters in Choppy Q3

Catching Fraudsters Turns Bank Customers into Superfans

PwC Partner on the 'Loyalty Illusion' Costing Businesses Their Customer Connection

Report: AI May Be the Future, But a Human Touch Still Wins Customer Loyalty

Hospitality Faces a Hiring Crisis as Millions of Jobs Go Unfilled

Citi Puts 180,000 Employees Through AI 'Boot Camp'

First Citizens Snaps Up 138 BMO Branches as Banks Reshuffle to Meet Customers Where They Are

How Nissan Unites Marketing, Sales, and Service With Its ‘Try, Buy, Use’ Customer Journey Model

How Bank of America's New AI Tool Turns Hour-Long Searches Into Seconds

For Banks, the Race to Agentic AI Is About Safety, Not Speed

Grasshopper Bank Bets Client-First AI Will Finally Deliver on Personal Finance's Broken Promise

Macy's Big Bet on Customer Experience Pays Off as Stock Jumps 20%

Wise Eyes UK Banking License as it Shifts from Fintech Disruptor to Industry Player

JetBlue Bets on Amazon's Satellite Tech to Stay on Top in the In-Flight Wi-Fi Wars

UK's Open Banking Bet Pays Off, Hitting 15 Million Users

Banks' Data Dilemma: Why Small Businesses are Losing Out Over Unreliable Data

Digital Wallet Adoption Lags as Consumers Cite Trust Issues

OpenAI’s New Voice Agent Attracts Devs with More Natural Sound, MCP, and Price Cut