Category: Customer Experience

AI in 2025: it’s time to get it right

As AI evolves, its impact on CX will be profound as it becomes an integral part of the customer experience.“Gen AI will fundamentally change the way we interact with technology and the world,” Joana de Quintanilha, VP principal analyst at...

Kore.ai’s AI for Process helps companies automate complex tasks

Kore.ai has launched AI for Process, a no-code platform designed to help enterprises automate complex workflows with greater intelligence and flexibility. Instead of relying on rigid rules-based automation, the platform enables businesses to build AI agents that understand context, make...

ServiceNow and Google Cloud partner to drive AI-powered enterprise transformation

ServiceNow and Google Cloud have expanded their partnership to revolutionise enterprise operations with generative AI. Through this partnership, ServiceNow’s Now Platform and its suite of enterprise workflows will be available on Google Cloud Marketplace, allowing the integration of AI-powered solutions...

Intermedia redefines Microsoft Teams with unified communications and contact centre integration

Intermedia Cloud Communications has introduced the industry’s first fully embedded unified communications (UC) and customer experience (CX) solution within Microsoft Teams. This move allows businesses to streamline operations, enhance productivity, and improve customer interactions—all from within the familiar Teams interface.“Our...

Leveraging customer feedback loops to drive business growth

To keep pace with your competition, every business must continuously adapt and improve. And to boost your business success, it is crucial to understand the requirements of your target audience. A recent report highlighted that more than 89% of companies...

InVision group unites entire portfolio under new “Peopleware” brand

InVision Group, a leading provider of workforce management (WFM) software and the company behind injixo, is bringing together its entire product and services portfolio under the new “Peopleware” brand. This strategic step reflects the company’s long-term development and marks the...

What’s stopping retailers from capitalising on viral trends?

Ever scrolled through social media and felt that irresistible urge to buy the latest viral product? You’re not alone. A recent report from RELEX Solutions reveals that while 84% of consumers are lured by social media finds, the reality of...

Survey finds customer experience is no longer just a cost – it’s a revenue driver

A new Nextiva survey of more than 1,000 customer experience leaders across the US, UK, and Canada reveals senior leadership is increasingly recognising it as a revenue driver rather than a cost centre. The findings indicate that CX plays a...

Support teams are embracing AI—are you?

The latest report by Intercom highlights that in the past year, 76% of support teams have invested in AI for customer service—a sharp increase from 56% in 2023. This surge in adoption highlights a rapid shift as teams realize that...

AI tools are shaping the next generation of video production

Info-Tech Research Group has released a comprehensive study that delves into the transformative effects of AI tools on video production workflows and their critical role in evolving marketing strategies and learning and development (L&D) efforts.“AI has fundamentally changed how organizations...