Talkdesk upended the customer experience (CX) market with the launch of Customer Experience Automation (CXA)—a new software category and platform purpose-built to automate the full complexity of modern customer journeys. The Talkdesk CXA platform introduces a new operating system for customer experience—built on multi-agent AI orchestration and fueled by the Talkdesk Data Cloud, which unifies structured and unstructured data across every customer interaction, channel, and system of record. By turning transcripts, call recordings, messages, and case notes (combined with customer data points from multiple CRMs and specialized systems) into actionable knowledge, the Data Cloud gives AI agents the context they need to solve real business problems intelligently, autonomously, and at scale. Talkdesk CXA deploys a network of specialized AI agents—each with a clear role, shared context, and the ability to collaborate in real time. This makes it possible to automate complex, cross-functional processes that span the front and back offices with precision, speed, and adaptability. Talkdesk CXA is also built for speed. With preconfigured use cases, low- and no-code tooling, and both industry-specialized and general-purpose AI agents, organizations can go live fast and start seeing value quickly. A unique differentiator of the platform is the AI Gateway that enables Talkdesk CXA to sit on top of any third-party contact center, whether on-premises or cloud-based. This allows businesses to seamlessly integrate Talkdesk AI-driven solutions.
Digital receipts help retailer Longchamp drive customer engagement going beyond a simple proof of purchase by offering tailored recommendations, brand content and customer language preferences
Leather goods house, Longchamp has created a new marketing channel via digital receipts resulting in a 73% open rate and a 5.5% click rate. According to Yocuda, a leader in dynamic digital receipts, the affordable-luxury brand delivered 590,000 of them in 2024, helping the French brand to increase post-purchase engagement and lift its omnichannel experience for customers through better personalization. Yocuda claims it can “close the loop” on the in-store-to-online process while also reducing receipt printouts. These receipts, claimed by Yocuda to go beyond a simple proof of purchase by offering other features from tailored recommendations and brand content, to customer language preferences. From Longchamp’s side the aim is to strengthen customer relationships post-purchase and also achieve sustainability goals. Longchamp’s use of digital receipts has cut paper waste, saving 1.4 tonnes of carbon emissions in just one year. The digital receipts were integrated into the company’s existing point-of-sale system and, to date, the solution has processed over 2.3 million transactions and delivered over 1.2 million digital receipts globally. Edward Drax, managing director of Yocuda said that in future there would be opportunities to further enhance the digital receipt features. By leveraging this often overlooked element of the customer journey, Longchamp hopes to unlock new ways of reaching its consumers. According to Yocuda, its receipt solution can identify more than half (between 50% and 80%) of in-store customers and drive multichannel purchasing. So far, the company has processed over 2.3 billion receipts and identified over 225 million customers.
GrailPay to expand risk layer for ACH payments encompassing predictive analytics, real-time signals across account enrollment, transaction monitoring, and merchant underwriting
GrailPay, a risk and data platform for bank payments, announced $6.7 million in funding to expand its suite of tools that make ACH transactions safer, smarter, and faster. ACH is the backbone of the U.S. financial system—moving over $86 trillion last year alone—but remains riddled with fraud, credit risk, and operational failures. GrailPay is closing that gap with a modern intelligence platform designed to detect and prevent risk across the ACH lifecycle, before a transaction is ever initiated. GrailPay’s platform offers predictive analytics and real-time signals across account enrollment, transaction monitoring, and merchant underwriting. Its tools are used by payment platforms, lenders, fintechs, and software vendors to reduce failed payments, accelerate decisioning, and automate operations. Though GrailPay provides ACH processing, its tools are designed to be modular and standalone—meaning customers can adopt the platform’s intelligence offerings with or without using it for payments. Will Messina, CEO and co-founder of GrailPay said “We’re building the modern intelligence layer to unlock the next growth wave of payments tied to a bank account.”
The Financial Planning Association (FPA) launched a new behavior-based “Competency Model,” to help advisors develop their skills across — interpersonal impact, client communication and care, critical thinking, leadership, professionalism and advancing the profession
The Financial Planning Association (FPA) launched a new behavior-based “Competency Model,” a digital self-assessment and learning tool designed for financial planning professionals of all backgrounds. It is meant to help advisors develop their skills across six critical areas — interpersonal impact, client communication and care, critical thinking, leadership, professionalism and advancing the profession. The model’s tiered structure further develops these areas across career stages in foundational, intermediate and advanced levels of proficiency. Ben Lewis, chief communications officer for the FPA said, “The goal is to promote continuous learning, so the model is built around observable behaviors at foundational, intermediate and advanced levels. This offers a clear structure for development over time.” Although participation in the model is optional and not a requirement for FPA membership, Lewis said the learning tool is relevant for planners who wish to deepen client relationships and grow as professionals. Though the model is brand-new, it’s already garnering positive reactions. Melissa A. Caro, an FPA member and founder of the platform My Retirement Network, a digital media company, said because the learning modules emphasize the behavioral and interpersonal side of planning — in other words, the exact types of conversations that impact client trust, understanding and follow-through. The model brings clarity to the often-intangible skills that make a great planner and offers a roadmap for growth at every career stage, said Gregory Furer, who is also an FPA member and the founder and CEO of Pittsburgh-based Beratung Advisors.
Coinbase to launch ‘crypto operating account’ for small businesses; new Coinbase One Card will be powered by the AMEX offering up to 4% bitcoin back on every purchase; Coinbase with Stripe to enable stablecoin payments on Shopify
Coinbase plans to launch a “crypto operating account” for startups and small businesses later this year. The Coinbase Business platform will let these users send and receive payments, manage crypto assets and automate financial workflows. The company invited businesses to sign up on a waitlist for early access to the Coinbase Business alpha. Crypto and stablecoins offer “fast, global and low-cost money movement” that solves problems commonly faced by startups and small businesses, such as paying global talent; dealing with credit card fees, interest rates and chargebacks; and facing long settlement cycles. It’s why one in five small- and medium-sized businesses familiar with stablecoins already use them to streamline their operations. Coinbase Business will allow users to accept customer payments in crypto; pay vendors, employees and partners; trade and manage crypto; and earn rewards on their USDC stablecoins. The platform will also provide streamlined accounting reconciliation into platforms like QuickBooks and Xero.
The Financial Planning Association (FPA) launched a new behavior-based “Competency Model,” to help advisors develop their skills across — interpersonal impact, client communication and care, critical thinking, leadership, professionalism and advancing the profession
The Financial Planning Association (FPA) launched a new behavior-based “Competency Model,” a digital self-assessment and learning tool designed for financial planning professionals of all backgrounds. It is meant to help advisors develop their skills across six critical areas — interpersonal impact, client communication and care, critical thinking, leadership, professionalism and advancing the profession. The model’s tiered structure further develops these areas across career stages in foundational, intermediate and advanced levels of proficiency. Ben Lewis, chief communications officer for the FPA said, “The goal is to promote continuous learning, so the model is built around observable behaviors at foundational, intermediate and advanced levels. This offers a clear structure for development over time.” Although participation in the model is optional and not a requirement for FPA membership, Lewis said the learning tool is relevant for planners who wish to deepen client relationships and grow as professionals. Though the model is brand-new, it’s already garnering positive reactions. Melissa A. Caro, an FPA member and founder of the platform My Retirement Network, a digital media company, said because the learning modules emphasize the behavioral and interpersonal side of planning — in other words, the exact types of conversations that impact client trust, understanding and follow-through. The model brings clarity to the often-intangible skills that make a great planner and offers a roadmap for growth at every career stage, said Gregory Furer, who is also an FPA member and the founder and CEO of Pittsburgh-based Beratung Advisors.
GrailPay to expand risk layer for ACH payments encompassing predictive analytics, real-time signals across account enrollment, transaction monitoring, and merchant underwriting
GrailPay, a risk and data platform for bank payments, announced $6.7 million in funding to expand its suite of tools that make ACH transactions safer, smarter, and faster. ACH is the backbone of the U.S. financial system—moving over $86 trillion last year alone—but remains riddled with fraud, credit risk, and operational failures. GrailPay is closing that gap with a modern intelligence platform designed to detect and prevent risk across the ACH lifecycle, before a transaction is ever initiated. GrailPay’s platform offers predictive analytics and real-time signals across account enrollment, transaction monitoring, and merchant underwriting. Its tools are used by payment platforms, lenders, fintechs, and software vendors to reduce failed payments, accelerate decisioning, and automate operations. Though GrailPay provides ACH processing, its tools are designed to be modular and standalone—meaning customers can adopt the platform’s intelligence offerings with or without using it for payments. Will Messina, CEO and co-founder of GrailPay said “We’re building the modern intelligence layer to unlock the next growth wave of payments tied to a bank account.”
Ripple claims XRP could capture 14% of SWIFT volume within five years driven by a focus on liquidity rather than messaging infrastructure
Ripple CEO Brad Garlinghouse shared a bold projection: XRP could capture 14% of SWIFT’s volume over the next five years, driven by a focus on liquidity rather than messaging infrastructure. Garlinghouse’s comments reflect a broader ambition within Ripple to challenge traditional financial rails by leveraging crypto-based liquidity solutions. While SWIFT currently dominates the interbank messaging landscape for cross-border payments, Garlinghouse argued that the true battleground lies in liquidity, the ability to move money, not just send instructions. “There are two parts to SWIFT today: messaging and liquidity,” Garlinghouse said. “Liquidity is owned by the banks. I think less about the messaging and more about liquidity. If you’re driving all the liquidity, it is good for XRP… so I’ll say five years, 14%.” By targeting liquidity, Ripple aims to plug into the critical layer of cross-border finance that determines how quickly and cheaply value can move across borders. Ripple’s Chief Legal Officer also highlighted the potential for rapid growth in the tokenized asset sector. “Hundreds of billions of tokenized global assets [will emerge] fairly quickly,” he said, signaling Ripple’s intent to position XRP as a foundational layer in that transformation.
Walgreens to access LiveRamp’s data “clean room,” to conduct granular campaign measurement across offsite publishers and walled gardens (closed networks such as Google)
Walgreens is providing participants in its retail media network with faster, more transparent access to first-party data and analytics through a partnership with data collaboration platform LiveRamp. Walgreens seeks to enhance measurement of first-party data (information it directly collects from customers) across all advertising channels, including programmatic, connected TV, social, search, and buy- and sell-side platforms. In addition, using the LiveRamp data “clean room,” Walgreens can enable advertisers to conduct granular campaign measurement across offsite publishers and walled gardens (closed networks such as Google). Walgreens intends to improve WAG’s personalization capabilities, provide advertisers access to data at scale, and deliver real-time campaign performance insights. Expected benefits include: Expanded collaboration based on Walgreens’ national customer base; Self-service access to syndicated and custom audience creation for more personalized targeting across the customer journey, using Walgreens’ data combined with brands’ desired media channels; Activation at greater speed and scale across programmatic, walled garden, connected TV, social, search, and buy- and sell-side platforms; Consolidated measurement to optimize the performance of managed and self-service campaigns with more accurate and granular insights; Enhanced interoperability, flexibility, and data governance to minimize the movement of data while collaborating with partners.
DoubleVerify unveils new partnership to authenticate Lyft ads for viewability, fraud verification, in-geo alignment and attention measurement
DoubleVerify announced a partnership with Lyft. The partnership will leverage DV’s media verification capabilities across Lyft’s advertising platform, giving brands greater transparency and confidence in their campaigns. Through the Open Measurement SDK, DV provides brands full transparency into the quality of ad campaigns across Lyft ads in North America. With this release, advertisers will benefit from DV’s key post-bid measurement capabilities, including: Viewability Authentication: DV provides comprehensive viewability measurement, offering clarity into whether an ad has the opportunity to be seen and shedding light on its impact. Fraud Verification: For advertising to perform, it must be seen by a real human being. DV identifies and helps to protect advertisers against fraud and invalid traffic (“IVT”) – from hijacked devices to bot manipulation. In-Geo Alignment: Ensure that your ads appear in the intended geographic location. Attention Measurement: DV Authentic Attention® provides near real-time data — from the impact of an ad’s presentation to key dimensions of consumer engagement –– empowering brands to evaluate the effectiveness of their advertising. Brands can access measurement data and insights through DV Pinnacle®, DoubleVerify’s unified service and analytics reporting platform, to monitor the quality of their Lyft ads campaigns.