Tag: Customer service

Wunderkids rolls out Tideo AI chatbot to solve customer service woes

Wunderkids has deployed Tidio’s AI powered chatbot to accelerate its customer service. The small team behind the online retailer of high end baby play matts had struggled to respond to a high volume of product-related customer queries,  Wunderkids’, quickly identified Tidio,...

Zurich Insurance ‘thinks global, acts local’ with CX strategy

Zurich Insurance by anyone’s standards is a hugely successful firm. It has nearly 60,000 employees, a presence in 200 countries and operating profit at the end of 2023 of $7.4 billion — a 21% upsurge on the previous year. Unfortunately, success...

UK government introduces AI masterplan for business growth

Attempting to generate business momentum amid sluggish economic growth, UK political and business leaders have aligned, in a rare move, with technology experts to promote AI as a financial accelerator.  The AI Opportunities Action Plan comes backed by extra electrical power...

Targeted ads are dying, long live AI-enabled personalisation

The death of identity-driven advertising is inevitable, and we must prepare for a future where AI-driven personalisation reigns supreme. We will soon be living in a world where advertising no longer depends on tracking personal information to deliver targeted messages. This...

This week in CX: Who’s taking the wheel when it comes to CX?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been exploring the key drivers behind the latest CX strategies and examining the role of AI in healthcare and retail. We’re also discussing new updates from...

HCLTech partners with Microsoft to boost contact centres with AI-driven solutions

HCLTech has unveiled an expanded partnership with Microsoft to revolutionise customer service experiences through genAI and cloud-based contact centre solutions. This collaboration will enable clients to leverage Microsoft Dynamics 365 Contact Center, a Copilot-first platform designed to accelerate issue resolution...

Talkdesk unveils AI-powered customer service agents for retail

Talkdesk has introduced Talkdesk AI Agents for Retail, bringing advanced autonomous AI capabilities to enhance retail customer service. These AI agents perform complex tasks independently or semi-independently, driven by intelligent decision-making. “Talkdesk AI Agents for Retail represents a significant advancement in...

Great in-store retail experience… so why is the website so bad?

Have you ever walked into a store and felt transported? It might have been the intoxicating scent, the unexpected decor, or the labyrinth-like layout. But that magic often disappears when you visit a brand’s website, despite increased investment in digital brand...

This week in CX: Investing in AI is the key to future-proofing retail

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been exploring the impact of AI on the shopping experience, as well as the role of social media in today’s competitive market. We’re also discussing...

Cost of bad customer experiences hits $3.8 trillion, claims Qualtrics

There’s an almost never ending stream of reports talking about the dire state of customer experience. The 2025 Consumer Trends Report from Qualtrics doesn’t break the trend, predicting that a titanic $3.8 trillion dollars is at risk from bad customer...