Tag: Artificial Intelligence

Silos are the root cause of your customer experience challenges 

Chances are you work for an organisation that considers itself “customer centric.” In 2025, most organisations have figured out that building experiences that put the customer first is one of the best ways to create lasting customer loyalty and earn...

72% of executives bet big on language technology for 2025

A staggering 72% of executives are gearing up to integrate artificial intelligence (AI) into their businesses by 2025, according to a new report from DeepL. The report, titled “The Language Revolution: How AI Improves the Way Businesses Communicate,” reveals that...

Digital office romance, DEI commitment, and the limits of workplace expression

Love in the digital officeOffice romance thrives in the hybrid era, with 86% of employees saying remote work makes forming connections easier. Gen Z is especially open to workplace relationships, with 45% dating a colleague and 11% dating a manager....

Voodooism protected, Labour MPs’ WhatsApp scandal, and AI restrictions in workplaces  

Voodooism recognized as protected religious belief in UK tribunal An employment tribunal ruled for the first time that voodooism is a protected religious belief under UK workplace equality laws. The decision came in the case of a council worker who sued...

One in ten sales pros will secretly juggle multiple jobs by 2028

According to Gartner, by 2028, one in ten sales professionals will leverage AI-driven efficiency to work multiple jobs secretly. As artificial intelligence continues to automate routine tasks, sellers will find themselves with surplus time—some of which may lead to “overemployment,”...

Pega’s new system promises AI agent reliability over chaos

Pegasystems is set to change the game in AI agent reliability with its newly announced Pega Agent Experience (Pega AgentX), a suite of API capabilities designed to transform workflows into dynamic orchestration engines for AI agents. The solution aims to...

Many are unknowingly flirting with AI in online dating

As Valentine’s Day approaches, a new survey reveals how artificial intelligence is shaking up the modern romance and many people are not even realising it.Not only is AI changing how we work and communicate, but it’s also creeping into our...

TELUS Digital expands global AI research with new innovation hub in Brazil

TELUS Digital Experience is expanding its AI research footprint with the launch of the TELUS Digital Research Hub at the University of São Paulo (USP). With a $1 million investment over the next three years, this facility will serve as...

Speed vs. support: The customer service love triangle

Many businesses face the dilemma of delivering fast customer service or the right support. Customers think they shouldn’t have to choose. New research from contact centre solutions provider Cirrus shows that long wait times, vague responses, and endless transfers push...

This week in CX: digital wallets, Valentine’s Day spending, and more

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re exploring the latest shifts in customer experience, from the rise of digital wallets and AI-driven banking to the impact of emerging technologies like deepfakes and...