Archives

Firestarter 24: Exploring innovative strategies for customer experience excellence

Organised by CEXAS, the Firestarter 24 conference successfully gathered a select group of CEOs for an exclusive, invite-only event centered around enhancing customer experience (CX) strategies in Belgrade, Serbia. In a focused two-hour session, attendees gained insights from top industry...

Most IT leaders see AI as a competitive edge, yet data challenges remain

According to Presidio’s new report, AI adoption is advancing rapidly, with 80% of companies already integrating generative AI (GenAI) into their operations, yet a notable 50% admit to launching these initiatives without proper infrastructure, governance policies, or skill sets in...

RingCentral adds AI assistant to its unified communications solution

Provider of cloud-based communication and collaboration solutions RingCentral has introduced its AI Assistant, powered by RingCentral AI, which is now included in its unified communications solutions, RingEX, at no extra cost.This tool generates real-time call notes, assists with writing and translating messages, and...

Flooding customers with deals before Black Friday? Beware of ‘marketing fatigue’

Consumers are approaching the 2024 holiday season with mixed feelings. Sixty-seven percent of them expect to feel marketing fatigue by November. On the other hand, optimism about the economy is rising, with 50% feeling positive and over 60% planning to...

Riyadh Municipality: Shaping a ‘future ready’ city

As Saudi Arabia’s capital gears up for global events like Expo 2030 and the World Cup, Riyadh Municipality is redefining its public services to become a model of modern governance. In response to rapid growth, the municipality is shifting from...

Experienced Leader Maria Börjesson Takes Helm at Netigate

Netigate, a leading European provider of customer experience (CX) and employee experience (EX) management solutions, has appointed Maria Börjesson as its new CEO.Having held leadership positions at companies like Visma Software and Knowit Development, Börjesson brings a wealth of experience...

Calabrio unleashes AI solutions to elevate customer service and agent engagement

Calabrio has unveiled two new AI-driven tools—Auto QM and Trending Topics—to streamline the traditionally labour-intensive quality management process. These tools will provide contact centres with an efficient way to monitor, evaluate, and enhance customer interactions with a new level of...

Future customer success: breaking down silos and redefining metrics

Customer success has moved far beyond simply providing support. It’s now a pivotal function that can make or break a business. However, with this rise in importance comes a surge in complexity, and many CX professionals are grappling with outdated...

48% of consumers find AI chatbots helpful, but are businesses ready to deliver?

A recent study from Forethought revealed that 48% of consumers find AI chatbots helpful in customer service—a shift highlighting the growing acceptance of AI-powered support. Yet, while 70% of CX leaders report utilising AI tools in their workflows, only 17%...

Bruce Temkin: The agent of change

Bruce Temkin left his position as the global head of Qualtrics XM Institute in February of this year. While he puts the finishing touches to his fresh initiative, Humanity@Scale, CXM caught up with one of the founding fathers of the...