The Future Laboratory

57 results

Stat: Half of all service cases will be resolved by AI in two years

Artificial intelligence is rapidly reshaping customer service, with half of all service cases expected to be resolved by AI within two years, according to Salesforce’s State of Service report.

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Culture & Media

Viva Technology 2025: AI client relationships, algorithmic dating futures and…

On day three of Viva Technology in Paris, brand leaders gathered at the CMO Summit to explore how human insight and intelligent technology are reshaping customer and creator relationships.

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Luxury

Stat: The human touch is still crucial for luxury shoppers

Despite the growing presence of AI in customer service, new research from Ventrica suggests the human touch remains a key driver of positive customer experiences and brand loyalty.

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Retail

Stat: Poor service fuels rise in consumer complaints in UK

While many UK companies have improved how they handle complaints in recent years, The Institute of Customer Service (ICS) reports that the number of people complaining is on the rise.

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Retail

Stat: Chatbots should go beyond customer service

According to a small study by Lucidworks, 70% of Americans use chatbots often when shopping online, yet the research reveals that most services are not equipped to meet the rising demands of digital shoppers.

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Culture & Media

Klarna merges real-life and social shopping experiences

As consumers tentatively re-embrace physical stores, buy-now, pay-later (BNPL) service Klarna has acquired social shopping platform Hero.

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Retail

Recuperative Living

In the aftermath of Covid-19, consumers’ collective concerns about hygiene, wellbeing and immunity will drive new directions in beauty and wellness focused on phygital rehabilitation.