Tag: US

HungerRush’s new auto-reply feature keeps restaurants guest feeback flowing

HungerRush is pushing AI deeper into restaurant operations with its latest feature, AI Reply, designed to help restaurants manage guest feedback without manual effort.Integrated into the HungerRush Feedback tool, AI Reply generates instant, professional responses that align with a restaurant’s...

98% of contact centres use AI, but 61% face harder conversations

While AI is becoming a staple in almost every contact centre, many leaders are finding that customer interactions are becoming increasingly complex and challenging to navigate. In a new research report, the 2025 State of the Contact Center from Calabrio,...

High employee engagement equals low turnover: Is it that simple?

goHappy, the frontline employee engagement solutions provider, has published a compelling connection between employee engagement and turnover. Based on survey responses from 46,250 frontline workers in the U.S. and Canada, the Q1 2025 State of the Frontline Worker report shows...

New survey reveals price hikes won’t break customer loyalty. But there’s a catch

A new global study by UserTesting reveals that brand loyalty does not suffer the consequences of price hikes. On the contrary, customers seem willing to pay more to stay loyal to their favourite brands.The research, which surveyed 4,000 consumers across...

Genesys introduces a new tool to listen to customers on social media

Genesys has officially launched Genesys Cloud Social, a tool that allows organisations to leverage real-time insights from social media to enhance customer engagement. The feature expands the capabilities of the Genesys Cloud platform, enabling businesses to listen to and analyse...

Frontier goes after Southwest customers dropped by bag fee changes

With Southwest Airlines canceling its signature free checked bag policy, Frontier Airlines sees an opportunity to attract new customers. The airline is rolling out a limited-time offer that includes free carry-on and checked bags, free seat selection, and free flight...

Crescendo’s AI takes over customer service—with 99.8% accuracy

Crescendo, the AI firm that claims to blend artificial intelligence with human expertise, just turned up the heat in the customer service industry. With its latest expansion into agentic AI, the company says it can now handle more customer service...

Ransomware is set to dominate 2025. Experts warn AI will make it even worse

Ransomware is expected to be the biggest cybersecurity threat of 2025 and artificial intelligence (AI) is set to make it even more dangerous. According to Ivanti’s 2025 State of Cybersecurity Report, 38% of security professionals predict that AI will escalate...

Qualtrics report: Executives risk losing $1.3 trillion as reluctance to embrace AI grows

In a revealing new report from Qualtrics, a staggering $1.3 trillion could slip through the fingers of organisations hesitant to embrace artificial intelligence in their customer experience strategies. As executives waver, early adopters stand poised to reap the rewards of...

Verizon and Sinch join forces to make business messaging smarter

Sinch and Verizon are deepening their partnership to push Rich Communication Services (RCS) into the mainstream, expanding RCS for Business Messaging (RBM) to Verizon subscribers across the U.S.Announced at Enterprise Connect in Orlando, this move aims to accelerate the adoption...