Tag: Artificial Intelligence

5 technology predictions to supercharge customer experience in 2025

According to CallMiner’s 2024 CX Landscape Report, 62% of organisations have at least partially implemented AI technologies, with only 24% remaining in the early stages of AI implementation. All the while, early fears around AI implementation are lessening. CX and...

Intradiem & Five9 maximise productivity and engagement in contact centres

Intradiem has announced an expanded partnership with Five9, combining its patented real-time automation technology with Five9’s intelligent CX platform, enabling contact centres to boost efficiency, improve agent engagement, and enhance customer interactions.“Partnering with Five9 represents a powerful synergy between two...

Press Ganey and Microsoft team up to enhance care quality with AI

Press Ganey has announced a strategic collaboration with Microsoft to revolutionise healthcare by delivering actionable insights that improve patient safety, care quality, and overall experience.By combining Press Ganey’s vast healthcare data with Microsoft’s advanced AI, cloud computing, and ambient listening...

New updates from 8×8 to sweep customer frustration

Customer experience solutions vendor 8×8 has launched new enhancements to its CX platform, helping organisations boost operational efficiency and elevate customer interactions.Key updates include expanded 8×8 Secure Pay capabilities, enabling seamless payments via SMS and email, and an upgraded...

Need in-depth AI research? OpenAI’s ‘Deep Research’ might be the answer

OpenAI has unveiled Deep Research, a new ChatGPT agent designed to support users who require thorough, precise, and multi-source research. Rather than providing quick summaries, Deep Research assists with complex investigations across finance, science, policy, and engineering fields. It provides...

The digital experience challenge: rising costs and declining conversions 

According to the latest 2025 Digital Experience Benchmarks report from Contentsquare, businesses are investing more in attracting visitors yet struggle to turn that traffic into revenue. Analysing over 90 billion user sessions across 6,000 websites, the study found that brands...

InMoment’s new scoring system cracks the code to more customers and cash

InMoment has introduced a new Location Performance Scoring system to help brands turn reputation management into measurable business impact. The system includes an Industry Score, which ties Google Profile views to revenue generation, and a Target Score, allowing businesses to...

How blame culture drowns out the positives of diversity

Did Donald Trump’s “blame diversity” reaction to the Washington DC plane crash shock you? Imagine if someone in your business blamed diversity for a negative result or problematic product launch.   Or, perversely, they complained about diversity as the company...

European enterprises are betting on GenAI for automation

As many as 85% of enterprises are either exploring or actively deploying GenAI to enhance automation, and European businesses are at the forefront of this shift. The latest ISG report highlights how GenAI and agentic AI are reshaping industries, streamlining...

This week in CX: smaller raises, AI bosses & office debates 

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been exploring the widespread misconceptions about the downfall of DEI, the growing trust in AI for critical workplace decisions, and the debate over whether office...