Category: Customer Experience

The Access Group acquires US digital guest engagement provider Paytronix

Business management software provider Access Group has announced its acquisition of US-based Paytronix, a guest engagement platform for restaurants and convenience stores. This marks one of the company’s most significant acquisitions in over 30 years and its commitment to expanding...

New retail media solution from dentsu and Salesforce drives growth through personalisation

Dentsu has partnered with Salesforce to launch Smarter Media, a retail media solution powered by AI designed to speed up monetization by allowing personalised buying journeys. According to Salesforce research, consumer expectations around retail experiences are evolving, with 80% of customers...

RingCentral amps up its AI contact centre platform with Verint integration

RingCentral has added Verint’s leading workforce engagement management (WEM) and CX automation solutions to RingCX, its AI-powered contact centre platform, as part of the latest partnership. RingCX customers will now be able to improve employee productivity and customer experiences, ultimately...

RCS is transforming brand-customer communication

Sinch highlights that Rich Communication Services (RCS) is fast gaining traction as brands explore new ways to improve customer interactions. According to insights from a panel of senior marketing and digital communications experts across top European brands, over 70% anticipate...

Amazon’s new 3D virtual holiday shop brings festive magic to online shopping

Amazon has transformed holiday shopping by launching its Virtual Holiday Shop, an immersive 3D experience powered by Amazon Beyond. “We’re always innovating to enhance the shopping experience and empower customers to discover products in easy and fun ways. With the Virtual...

New report calls for greater board engagement in Consumer Duty to boost customer outcomes

A new study by ArvatoConnect reveals a missed opportunity for financial services firms to fully embrace the Consumer Duty guidelines set by the Financial Conduct Authority (FCA). One of the most eye-opening insights from the study is that nearly half of...

54% of UK marketers use AI for Black Friday pricing and promotions

According to recent data from Optimizely, more than half of UK marketers (54%) are utilising AI to determine pricing and promotions for Black Friday. As Black Friday continues to grow in importance as a start to the holiday shopping season,...

Pindrop integrates with Five9 to boost cloud contact centre fraud protection

Contact centre authentication and fraud protection provider Pindrop has integrated with Five9 to offer its Passport and Protect solutions to Five9 customers. Five9 and Pindrop have previously collaborated to support their joint customers through a BYOC approach, with Pindrop solutions analysing...

80% of consumers value phone communication but dodge unknown numbers

The majority of consumers (80%) still prefer phone calls when it comes to complex or urgent matters with businesses, according to new research from TransUnion. However, 80% of them also avoid answering calls from unknown numbers due to potential fraud. “A...

NICE offers new solution for multilingual support

NICE has introduced CXone Mpower SmartSpeak, an AI-powered solution designed to revolutionise customer and employee experiences by overcoming language barriers. Built to streamline effortless global interactions, it enables businesses to engage with customers in their preferred language, improving service and...