Category: Customer Experience

4 Myths about contact centre consumption-based billing that need to be debunked in 2024

You’ve just added a cloud service for your 500 headcount contact center, entering into a per-seat agreement with the vendor. While the seat-based model may appear to offer a flat recurring expense, it’s costing your organisation more than you realise....

Mastercard targets password-free payments with biometrics by 2030

Mastercard has presented its ambitious vision to transform digital payments, aiming to phase out manual card and password entry by 2030. The company plans to leverage biometric authentication, such as fingerprints and facial recognition, alongside tokenization technology to create a...

Is Amazon’s new platform a threat to discount giants like Temu and Shein?

Amazon has unveiled Amazon Haul, a mobile-only storefront which provides a range of budget-friendly items priced at $20 or less. Accessible through the Amazon Shopping app or on mobile browsers, the platform is Amazon’s answer to rising competition from Chinese...

Awards International announces Sinem Yuksel as chair of Türkiye Customer Experience Awards 2025

Awards International has announced Sinem Yuksel as the chair of the Türkiye Customer Experience Awards 2025. Yuksel brings over 20 years of experience in the telecoms and finance industry and is a dynamic leader currently serving as the chief marketing and...

Cognigy presents the next generation AI workforce

AI-powered customer service solutions vendor Cognigy has announced Agentic AI, the next generation AI workforce that is set to transform enterprise contact centers by enabling more efficient, personalised, and autonomous customer interactions. Designed for large-scale environments, Agentic AI leverages advanced...

Most US shoppers encounter generative AI without realising it

Generative AI is quietly reshaping the retail landscape, enhancing online shopping experiences with personalised recommendations and streamlined interactions. Yet, a new Bain & Company survey reveals that 71% of U.S. consumers are unaware they’re engaging with generative AI while shopping...

Five9’s latest AI Agents aim to combine speed, flexibility, and human-like engagement

Five9 has unveiled the latest in its Genius AI suite, the Five9 AI Agents, to allow businesses to deploy chat and voice bots that provide human-like conversational abilities, combining the depth of knowledge and speed of AI. By blending generative...

Bruce Temkin wants to change how you think

Bruce Temkin has done as much as anyone to define customer experience thinking. Having left Qualtrics at the start of the year, the industry veteran is embarking on a whole new adventure. And it might be his biggest challenge yet....

63% of UK shoppers hesitate to use AI for online purchases

According to a recent Zendesk survey of over 8,400 global consumers, British shoppers rank among the most digitally aware regarding AI. As many as 84% of UK consumers are familiar with AI tools like digital shopping assistants, and nearly half...

Intradiem and Five9 unite to boost agent productivity and customer satisfaction

Intradiem has partnered with Five9 to transform how contact centres manage efficiency, productivity, and workforce satisfaction. This partnership utilises Intradiem’s patented real-time automation capabilities alongside Five9’s advanced, cloud-based CX platform, allowing contact centres to optimize resources, reduce costs, and enhance...