Tag: Customer engagement

AI-driven CX: how Medallia is moving beyond surveys to automation

Medallia has unveiled a transformative vision for the future of CX, introducing seven AI-powered tools designed to move enterprises from traditional surveys to real-time automation and action. Announced at Medallia Experience ‘25 in Las Vegas, these advancements aim to transform...

Genesys introduces a new tool to listen to customers on social media

Genesys has officially launched Genesys Cloud Social, a tool that allows organisations to leverage real-time insights from social media to enhance customer engagement. The feature expands the capabilities of the Genesys Cloud platform, enabling businesses to listen to and analyse...

The art of listening to what’s not said: How I learned to detect customer frustration without a complaint

Have you left a restaurant mildly annoyed but still told the waiter it was “fine” before vowing never to return? That’s the quiet churn many businesses face daily, a trend that’s costing them more than they realise.I’ve worked in fast-paced...

AI advances as UK grapples with economic and social decline

The UK slips to 23rd in global happiness ranking   The UK has dropped to 23rd place in the World Happiness Report, its lowest in nine years. Finland remains the world’s happiest country, followed by Denmark and Iceland. Experts suggest declining youth...

IT vs Marketing compromising user experience decisions

The split between IT, marketing and customer-facing roles continues to rear its ugly head. Stats from Storyblok show that only 30% of IT leaders involve their marketing teams in user experience decisions. Those choices impact the customer experience, resulting in...

Adobe paints a new canvas for customer experience with AI

At the Adobe Summit, Adobe unveiled tools designed to enhance customer experiences through AI-driven personalisation and seamless engagement across all touchpoints. “Delivering a unified customer experience requires a much more agile and streamlined operation that solves real customer pain points,...

Braze enhances personalised shopping experiences with Shopify integration

Braze has announced a strategic partnership with Shopify, introducing new integrations and features that enhance personalised shopper interactions. These advancements give brands real-time insights into customer preferences, allowing them to craft targeted campaigns that deepen engagement and strengthen customer relationships.The...

Taking flight: navigating the complexities of modern airport customer experience

In the fast-paced world of air travel, customer experience can make all the difference between a stressful journey and a seamless adventure.“We take away the stress… we look after them from curb to wing,” Suzanne Tormey, operations manager at Dublin...

Construction & teaching jobs surge, retail giants lose billions, and a Walmart fraud case unfolds

Job vacancies rise in construction, teaching, and maintenanceA new report by the Recruitment and Employment Confederation (REC) and Lightcast shows rising construction, gardening, teaching, and maintenance vacancies. Meanwhile, demand for veterinary nurses, delivery drivers, and train and tram drivers has...

What makes people open emails in 2025?

Email remains one of the most powerful communication tools in 2025, with 93% of people checking their inbox daily—and only 6% taking a break from email while on vacation. With billions of emails sent every day, businesses must understand user...