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Yettel adopts winning approach to transforming sales training and development

Yettel, a Serbian telecoms provider, faced an operational dilemma. To keep pace with market demand, it had to expand and upskill its frontline staff, but the company’s current learning and development platform was unable to support these needs.With over 700...

Halfords adopts Aptos to drive omnichannel customer engagement

Britain’s popular motoring and cycling services retailer has renewed its agreement for Aptos’ POS, CRM and sales audit applications to improve customer engagement, all as part of an ongoing digital transformation.With over 400 stores in operation Halfords is seeking “to...

AI takes centre stage in customer success strategies

According to Gainsight’s Customer Success Index Report, 52% of CS teams leverage AI, transitioning from experimental use to essential integration. These AI tools improve early warning systems, streamline processes, and deliver deeper customer insights, helping businesses anticipate and mitigate churn...

UK brands face loyalty crisis as 83% of consumers feel undervalued   

New research from SAP Emarsys highlights a growing issue for UK brands. 83% of consumers feel unappreciated by the brands they continue to support, and many are reconsidering their loyalty.The Customer Loyalty Index surveyed over 2,000 UK consumers and delved...

NVIDIA-backed LLM startup Hippocratic AI secures $141M in funding at $1.64B valuation

LLM startup Hippocratic AI has secured $141 million in Series B funding, raising its valuation to $1.64 billion. This latest milestone, achieved just nine months after its Series A, reflects strong investor confidence in the company’s innovative approach to healthcare...

Talkdesk unveils AI-powered customer service agents for retail

Talkdesk has introduced Talkdesk AI Agents for Retail, bringing advanced autonomous AI capabilities to enhance retail customer service. These AI agents perform complex tasks independently or semi-independently, driven by intelligent decision-making.“Talkdesk AI Agents for Retail represents a significant advancement in...

Are health plans meeting member expectations? New report suggests not

A recent Press Ganey report raises pressing questions about the state of health plan member experiences, uncovering gaps that hinder satisfaction and loyalty. With data from 450,000 respondents across over 200 health plans, the findings uncover key areas such as...

Meet the judges for CXMStars 2025

With submissions now closed, judging for CXMStars 2025 is due to start, before the final votes are cast by our CX community.Here is the judging panel for the 2025 edition of CXMStars!Ginger Conlon, director of customer stories, Genesys Ginger Conlon is...

SMS becomes a critical tool for consumer engagement 

According to the latest report by EZ Texting, there has been a dramatic shift in consumer behaviour, with SMS emerging as a pivotal channel for business communication, boasting an astonishing 98% open rate. This shift highlights the transformation of texting...

Great in-store retail experience… so why is the website so bad?

Have you ever walked into a store and felt transported? It might have been the intoxicating scent, the unexpected decor, or the labyrinth-like layout.But that magic often disappears when you visit a brand’s website, despite increased investment in digital brand...