Tag: Customer service

Gen Z demands fast AI service, but human connection remains key

According to a recent Five9 survey, nearly 60% of Gen Z consumers value the speed and efficiency of AI-driven customer service but still prioritise human support for more complex issues. This shows a paradox: while this tech-savvy generation embraces the...

Exinity’s AI-chatbot project boosts call deflection rate

Two years ago, the team at Exinity, an online brokerage firm, was looking at its customer pain points. The business, which has over two million clients, in 150 countries, was handling a huge volume of live chats across its team...

Miral Destinations’ Martin Andonovksi takes CX Leader of the Year award back to Abu Dhabi

Miral Destinations’ Martin Andonovski took home the CX Leader of the Year gong at the International Customer Experience Awards last night. Andonovski is the senior director of guest experience and transformation with Miral Destinations where he leads several strategic initiatives designed...

71% of consumers find customer service more stressful than their original problems

According to a Zingly.ai survey, 71% of consumers report that customer service interactions are as stressful or even more stressful than the issues they were trying to resolve. Younger generations feel pressure the most, with 38% of Millennials and 31%...

This week in CX: are brands ready for gen Z?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at why you need to level up your CX strategy and how to adapt it to new generations, as well as how are...

70% of contact centre agents would recommend their job

A new survey by Calabrio and the Get Out of Wrap podcast shows that 70% of contact centre agents would recommend their roles to others, and 66% are generally satisfied with their jobs. However, 62% still lack a clear career...

Optimizely introduces AI agents to transform marketing workflows

Optimizely has launched AI-powered marketing agents to enhance core functions like content creation, campaign management, project oversight, and experimentation analysis. “These Opal advancements are a game-changer for marketers, revolutionising how they harness AI across their everyday tasks. Our suite of tools...

Talkdesk streamlines agent workflows with embedded CX solutions

Talkdesk has announced a new way to streamline the agent experience by integrating its tools directly into widely used customer relationship management (CRM) and helpdesk platforms. The new offering, Talkdesk Embedded, allows businesses to integrate Talkdesk Workspace, Talkdesk Conversations App, and...

How customer communication management enhances business success

Customers are the core of every business, and how you communicate with them can make or break the business. Today, there are many ways to reach out, from email and social media to phone calls and live chat. There are...

4 Myths about contact centre consumption-based billing that need to be debunked in 2024

You’ve just added a cloud service for your 500 headcount contact center, entering into a per-seat agreement with the vendor. While the seat-based model may appear to offer a flat recurring expense, it’s costing your organisation more than you realise....