Category: Customer Experience

Liquid expectations reshaping entire industries

You’ve just enjoyed a seamless Amazon shopping experience. With one click, your order is placed, paid for, and enroute with real time tracking updates. Later, you apply for a personal loan at your bank, only to face a maze of...

Orange Business debuts a suite of genAI solutions to simplify adoption across businesses

Orange Business, the enterprise division of the Orange Group, has introduced Live Intelligence, a comprehensive suite of generative AI solutions designed to democratise access to AI technology for businesses and local authorities. The initiative builds on the company’s sovereign GenAI...

Black Friday 2024 sees shifts in UK e-commerce app trends 

According to data from AppsFlyer, this Black Friday, UK shoppers drove a 43% increase in iOS in-app purchases and a 31% rise in Android compared to average Fridays in November, showing a reliance on e-commerce apps. Year-over-year, Android purchases experienced...

Amazon Connect elevates customer experience and loyalty with genAI

AWS has unveiled new generative AI features for Amazon Connect to help organizations enhance customer satisfaction through faster resolutions, proactive engagement, and seamless service delivery while reducing operational costs.A significant addition is an automated segmentation for proactive outreach, which allows...

Outdated CMS tech is costing businesses time and sales

Integration issues are holding back global brands, despite significant investments in marketing technology, according to new research from enterprise tech provider Storyblok. The study reveals that 93% of IT and marketing leaders are dissatisfied with their current Content Management System...

Appier turns data into customer connections with genAI

Appier has introduced GenAI capabilities across its Advertising, Personalization, and Data Cloud platforms to enhance customer engagement and decision-making by delivering more personalised, efficient, and impactful experiences.The integration of GenAI aims to change how brands connect with their audiences. By...

DXC Technology and ServiceNow join forces to unlock genAI value for businesses

DXC Technology has extended its long-standing partnership with ServiceNow to accelerate the adoption of generative AI (GenAI) for businesses worldwide. Together, the companies have established a GenAI Center of Excellence (CoE), combining DXC’s expertise in consulting and implementation with ServiceNow’s...

Salesforce launches new tools for AI agent testing and management

Salesforce has introduced new tools to streamline the lifecycle management of AI agents developed with Agentforce. The new tools streamline testing, deployment, and monitoring processes while offering transparency in usage and performance. Designed for enterprises striving to adopt an “agent-first”...

Online reviews are the primary source for purchasing decisions of UK consumers

UK consumers are increasingly turning to online reviews to guide their purchasing decisions, according to a recent report by Reputation. Notably, 68% of them favours online reviews over recommendations from family and friends (24%), and brand claims (18%). Influencers and...

UK adults spend record 4+ hours online daily as social media dominates

The average U.K. adult now spends 4 hours and 20 minutes online each day, according to Ofcom’s Online Nation 2024 report, which tracks digital habits across the country. This increased from 2023, when the average was 3 hours and 41...