Author: Angelina Maksimovic

Social Is the New Search: Gen Z Is Redefining Discovery Online

A major generational shift is underway, reshaping how people find information, make decisions, and interact with brands. According to Sprout Social’s latest report, Gen Z is no longer just using social media for entertainment—they’re turning to it first for answers,...

Pega Debuts Agentic AI Suite to Fast-Track Intelligent, Integrated Applications

At its annual PegaWorld event, Pegasystems unveiled a groundbreaking upgrade to its Pega Infinity App Studio. The latest update brings advanced agentic AI capabilities that guide developers intelligently throughout the entire application development lifecycle, allowing organisations to innovate faster and...

Gartner: Most Customer Service Agents Fail to Promote Self-Service Tools

Despite the rising importance of self-service in enhancing customer experience and lowering operational costs, a new Gartner survey reveals that most customer service agents are failing to actively promote these options. According to the survey, 60% of agents do not...

AI Interviews, Human Insights: Discuss Launches “Discuss Now” for Market Research

In a world where global tariffs, shifting regulations, and rapidly evolving consumer preferences are forcing brands to rethink everything from packaging to messaging, speed and precision in decision-making are no longer optional—they’re essential. To meet this challenge, Discuss has launched...

Deepfakes threaten call centre security, claims Reality Defender

The advent of AI has given rise to a tsunami of fake voice and video content, threatening contact centre operations’ security. Contact centre managers might think ‘deepfake’ content won’t happen to them, but it is a real and present danger....

Stop annoying your customers! The new rules of digital marketing

The battle for consumer attention in the digital age is fierce, and brands risk alienating audiences if their messaging is irrelevant and overwhelming. “The number one mistake is that people think that everything they have to say is important,” Rony...

From aisles to algorithms: the evolution of in-store retail

Modern retail is at a pivotal juncture, balancing technological innovation and human interaction. “Never mind how much retail tech you use, that’s all very nice, but one-on-one will never go away,” Silvia Coleman, VP of thought leadership at CXG, told...

Taking flight: navigating the complexities of modern airport customer experience

In the fast-paced world of air travel, customer experience can make all the difference between a stressful journey and a seamless adventure.“We take away the stress… we look after them from curb to wing,” Suzanne Tormey, operations manager at Dublin...

The future of leadership: mastering data, agility, and customer centricity

In an era of economic uncertainty, leaders who consistently drive sustainable growth exhibit two key qualities: boldness and tenacity. According to Nicolas Maechler, senior partner at McKinsey & Company, these leaders “push the envelope and stay the course,” even when...

Struggling with AI? Add the human touch, says SupportNinja

The rapid advancement of AI has ushered in an era of possibilities for businesses, particularly in the domain of customer experience. While the potential for AI to streamline processes, personalise interactions and enhance efficiency is undeniable, the critical question remains:...