Category: Customer Experience

Prime Video launches spoiler-free recaps using AI

Amazon Prime Video has unveiled a feature to enhance the viewing experience without the risk of spoilers. “X-Ray Recaps,” a generative AI tool, offers summaries of episodes, entire seasons, and even some specific scenes, helping viewers refresh their memory or...

Spanish CX management BPO firm leverages Google Cloud to improve productivity for its 100,000-person workforce

Customer experience management BPO company Konecta has partnered with Google Cloud in a strategic, three-year alliance aimed at transforming productivity and collaboration across its 100,000-person workforce. This collaboration will see Konecta adopt Google Workspace, providing employees with a robust platform...

Zingly.ai debuts AI solutions to transform CX in banking, finance, and insurance

Zingly.ai has launched a new suite of AI tools to enhance revenue and improve customer service for banks, financial services, and insurance (BFSI) institutions. Facing rising demand for tailored service and complex customer needs, BFSI organizations can utilise Zingly’s technology...

Kustomer sets new standard with AI-powered voice and omnichannel support

Kustomer has launched an AI-native customer service platform to help companies deliver exceptional customer experiences at unprecedented speed and scale. With AI Agents seamlessly built in and a new flexible pricing model, this platform aligns with Kustomer’s goal of eliminating...

Almost 80% of businesses rank email deliverability as critical

In its newly released report, Sinch highlights the rising importance of email deliverability, with 78.5% of surveyed senders rating it as critically important (8/10 or higher) to their business goals. Published through Sinch’s email platform Mailgun, the report aggregates insights...

Survey reveals rising demand for a fresh and engaging grocery store experience

A new survey by ChangeUp reveals that nearly 70% of grocery shoppers feel that the in-store shopping experience has either stagnated or deteriorated over the last two years, showing a critical gap between customer expectations and grocery retailers’ offerings. Released...

AI transforms the employee experience

Artificial intelligence is increasingly reshaping the employee experience (EX), especially among customer service and support teams. Recent research from Genesys explored employees’ concerns about AI and how organisations are addressing those concerns. The report found that customer experience (CX) leaders and...

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...

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...