Tag: Customer service

Dialpad revamps its AI contact centre platform

AI-powered communications vendor Dialpad has announced the launch of Dialpad Support, which expands its existing Ai Contact Center into a comprehensive next-generation platform. This enhancement builds on the company’s current capabilities, delivering significant upgrades that transform how businesses manage customer...

Zendesk unveils adaptive AI pricing to drive scalable customer service

Zendesk has unveiled its AI Dynamic Pricing Plan, an adaptive pricing model that allows businesses to integrate AI into their customer service in a way that best meets their evolving needs. By enabling companies to shift their investments dynamically between...

Top 5 trends from judging CX Team of the Year – SME

I had the opportunity to be a judge at this year’s UK Customer Experience Awards 2024 organised by Awards International. The awards, now in its 15th year, is a distinctive platform that recognises the innovative efforts of the UK’s CX...

This week in CX: navigating the digital well-being space

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the latest research on the first digital wellbeing hub, what are businesses up to this holiday season, and how should you communicate...

NICE offers new solution for multilingual support

NICE has introduced CXone Mpower SmartSpeak, an AI-powered solution designed to revolutionise customer and employee experiences by overcoming language barriers. Built to streamline effortless global interactions, it enables businesses to engage with customers in their preferred language, improving service and...

Kustomer sets new standard with AI-powered voice and omnichannel support

Kustomer has launched an AI-native customer service platform to help companies deliver exceptional customer experiences at unprecedented speed and scale. With AI Agents seamlessly built in and a new flexible pricing model, this platform aligns with Kustomer’s goal of eliminating...

This week in CX: is privacy the key to trusting AI?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at whats going on with AI, what drives businesses to change, and are there any innovative ideas left? We’re also discussing new updates from...

Calabrio unleashes AI solutions to elevate customer service and agent engagement

Calabrio has unveiled two new AI-driven tools—Auto QM and Trending Topics—to streamline the traditionally labour-intensive quality management process. These tools will provide contact centres with an efficient way to monitor, evaluate, and enhance customer interactions with a new level of...

48% of consumers find AI chatbots helpful, but are businesses ready to deliver?

A recent study from Forethought revealed that 48% of consumers find AI chatbots helpful in customer service—a shift highlighting the growing acceptance of AI-powered support. Yet, while 70% of CX leaders report utilising AI tools in their workflows, only 17%...

Bruce Temkin: The agent of change

Bruce Temkin left his position as the global head of Qualtrics XM Institute in February of this year. While he puts the finishing touches to his fresh initiative, Humanity@Scale, CXM caught up with one of the founding fathers of the...