Tag: Customer service

AI vs UI: which is the real revolution for user experience?

The term “AI revolution” has shifted from buzzword to reality in the last two years, inspiring technologists, businesses and customers with the possibilities. From chatbots that can reply to customer emails to algorithms that personalise shopping recommendations, AI is changing...

CXMStars deadline extension!

Due to overwhelming demand to complete nominations for this year’s CXMStars, the deadline has been shifted to 23:59 Wednesday 08 January. When the nominations are closed, the editorial team will reduce the list to the top 50 CX corporate professionals and...

This week in CX: out with the old, in with the new

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been exploring the world of customer experiences, from new ideas and collaborations to what pushes customers to switch brands and what’s the latest media trend. We’re...

This week in CX: the workplace trends you can’t ignore this season

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been exploring the world of employee experiences, from holiday perks and performance bonuses to the challenges of staff shortages and opportunities for professional growth. We’re also...

The next phase of privacy: consent management

While privacy has always been important, the introduction of the internet and the proliferation of connected devices has taken it to a whole new level. Whether engaging on social media or conducting online transactions, each interaction leaves a digital footprint. The...

Two-thirds of customer service operations plan AI-powered WEM adoption by 2029 

According to a new study by Frost & Sullivan and SuccessKPI, two-thirds of customer service operations aim to integrate AI into their cloud-based Workforce Engagement Management (WEM) applications within the next three to five years. This move addresses growing skills...

Boosting customer satisfaction with a balanced approach to CX and EX  

As AI-driven solutions to improve customer experience (CX) are being heavily invested in by businesses globally, employee experience (EX) can be overlooked. The imbalance can undermine the very outcomes that AI-driven systems are meant to deliver, which is excellent customer...

Suffolk Mobility Solutions takes top prize at the UK Business Awards

Suffolk Mobility Solutions was crowned the Overall Winner at the UK Business Awards (UKAB) in London last week. The firm which specialises in domestic fitouts for people with mobility issues, also took gold in the Best Customer Service – Micro...

This week in CX: how much trust would you place in genAI?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the role of AI in customer service and the level of trust customers and industry leaders have in genAI solutions. We’re also...

Calabrio acquires Echo AI to boost CX and agent performance 

Calabrio has acquired Echo AI, a generative AI-native conversation intelligence platform, boosting its capabilities in customer experience (CX) intelligence, agent performance coaching, and operational efficiency through near-real-time conversation insights. With the global customer experience management (CXM) market projected to grow from...