Tag: Customer service

4 ways generative AI expedited the future of customer service

In the world of customer service, GenAI stands as a revolutionary force, reshaping how organisations engage with their customers. Since the introduction of ChatGPT by OpenAI in November 2022, the pace of change has been astonishing. This article explores four...

Here they are: the top 50 CXMStars for 2025🏆

The questionnaires are in, the judges have cast their votes and the wider CX community has had its say. It is time to unveil the final rankings of the CXMStars 2025!As with previous versions of the list we’ve split it...

Revolutionising customer support: How AI, automation, and predictive insights are shaping the future

Customer support isn’t just a cost centre anymore. It’s now a key driver of growth, thanks to AI and automation. Here’s how it’s happening.Customer support is evolving fast. What was once considered a cost centre is now a powerful growth...

This week in CX: AI, work week changes, and new shopping habits

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been diving into exciting topics like the future of AI in 2025, the potential of a 4-day work week, and US workers’ plans for the...

CallTower and Five9 boost unified communications and contact centres

CallTower has announced a new partnership with Five9 to deliver a fully integrated communications experience by connecting CallTower’s Operator Connect for Microsoft Teams with Five9’s advanced contact centre platform.By merging CallTower’s UCaaS (Unified Communications as a Service) capabilities with Five9’s...

How business can meet the needs of the vulnerable customer

A recent report highlights that up to 35 million British people remain unknowingly vulnerable, and increasingly reliant on digital channels for support. With many brands building focused personas of their customers, it is easy for the vulnerable to slip through...

AI in 2025: it’s time to get it right

As AI evolves, its impact on CX will be profound as it becomes an integral part of the customer experience.“Gen AI will fundamentally change the way we interact with technology and the world,” Joana de Quintanilha, VP principal analyst at...

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...

Churches Fire & Security and Sabio transform customer service with AI-powered insights

Churches Fire & Security has partnered with Sabio Group to enhance service efficiency through data-driven insights. As part of an in-depth Intent Capture & Analysis (IC&A) process, the company examined over 25,000 customer calls to pinpoint challenges and opportunities for...

CX is a team sport

Customer experience (CX) is still a relatively new business discipline. It’s often understood as the process of understanding and managing customer’s interactions with a brand to create positive experiences at every touchpoint.What’s less clear, is how to do that successfully...