Tag: Artificial Intelligence

Retailers turn to AI and observability for better digital journeys

The retail industry is leveraging observability to improve digital customer experiences (DCX) and streamline operations, with significant ROI to show for it. According to New Relic’s latest report, retailers see a fourfold return on investment (ROI) from strategic observability efforts....

This week in CX: rethinking the future with green jobs and digital disruption

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at how we need to think in order to change CX for the better, unifying customer and employee experiences, and are customers aware...

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...

Retail associates voice concerns over loss prevention amid rising theft

A recent global study highlights growing concerns among retail associates about loss prevention and the overall shopping experience. According to Zebra Technologies’ 17th Annual Global Shopper Study, 84% of retail associates are worried about the lack of technology to detect...

ServiceNow adds 150+ new AI features to boost automation and AI governance

AI automation vendor ServiceNow has launched over 150 new generative AI features on the Now Platform, focusing on enhancing AI capabilities while ensuring responsible and secure use. The latest updates include expanded Now Assist capabilities and new AI Governance tools,...

Dialpad revamps its AI contact centre platform

AI-powered communications vendor Dialpad has announced the launch of Dialpad Support, which expands its existing Ai Contact Center into a comprehensive next-generation platform. This enhancement builds on the company’s current capabilities, delivering significant upgrades that transform how businesses manage customer...

Meta launches beta program to transform education with VR and XR

Meta has announced its Meta for Education beta program, designed to explore the potential of VR and XR in university education through Meta Quest headsets. By collaborating with several universities in the US and UK, Meta aims to transform learning...

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...

This week in CX: navigating the digital well-being space

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the latest research on the first digital wellbeing hub, what are businesses up to this holiday season, and how should you communicate...