Tag: Digital transformation

33% of students say AI boosts job readiness, but only 24% use it regularly

According to a new survey by Coursera, one in three students (33%) believe that utilising AI in their studies helps them prepare for the workforce. However, the survey, which included 1,000 students and 500 educators across UK universities, showed that...

Future customer success: breaking down silos and redefining metrics

Customer success has moved far beyond simply providing support. It’s now a pivotal function that can make or break a business. However, with this rise in importance comes a surge in complexity, and many CX professionals are grappling with outdated...

CX at a crossroads: (or has it run out of road)

When The Wall Street Journal declared ‘Customer experience gets worse. Again’, in June of this year, it sparked soul-searching and head scratching in equal measure. With all the money spent, and all the work done, how and why are so...

Beyond the goal: picking KPIs that lead to victory

We live and breathe metrics. Your car speedometer, your watch reminding you to take more steps, or even tracking how many hours of sleep you’ve managed to knock out. Businesses are no different and get similarly swamped with data points....

Consumers prefer human agents for customer support

A new consumer survey by Five9 dug deep into customer perceptions of AI and its role in the evolving customer experience. The study investigated consumer sentiment around AI in specific industries, such as holiday shopping, travel, and healthcare. The key takeaway...

Cisco enhances employee collaboration with new AI-driven solutions

Cisco has unveiled new AI-driven tools aimed at transforming employee experiences and streamlining more intelligent and connected workplaces. With innovations like Cisco Spatial Meetings, the Ceiling Microphone Pro, and expanded Webex AI Assistant capabilities, Cisco aims to make collaboration easier...

Cisco deploys gen AI to elevate customer experience

Cisco has revamped its customers’ digital experience with an extensive rollout of generative AI. The networking giant has quietly used artificial intelligence to build and train data science models to create predictive ‘next best experiences’. The team started blending generative AI into...

Cloud technology is the frontier for customer experience and personalisation

In an age where customers want hyper-personalised interactions, cloud technology is slowly becoming a key enabler for organisations that want to provide seamless, tailored experiences. Cloud-based tools are changing the way businesses communicate with consumers by enhancing real-time interaction and...

BT Group slashes carbon footprint and boosts productivity

In the summer of 2023, Darren Bayney was working as a business service enablement consultant with BT Group. He’d been tasked with forensic examination of the firm’s sprawling business field services operations, with an eye on improving the sustainability credentials...

AI-Powered post-purchase experiences on the rise in UK eCommerce

UK retailers are doubling down on AI to enhance the post-purchase experience. According to research from Scurri and IMRG, UK e-commerce businesses are rapidly adopting AI solutions to streamline and improve the customer journey after purchase. By 2025, AI will power...