Author: Geoff Spick

Mind the Empathy Gap Before AI Makes It A Trench

New research from Zurich Insurance Group highlights the value of empathy in customer interactions, something that the rush to AI-enhanced systems could overlook. The report, Empathy: The Untapped Advantage Driving Business Growth & Loyalty  notes some 73% of consumers will avoid...

AI Personas Guiding Food and Beverage Brands to Smarter Decisions, and Coffee

Every software vendor is touting their latest AI features and benefits, but at CXM we’re also starting to hear about the benefits from end user organisations, and hopefully among their customers. Take Stravito, launching AI Personas, an agentic AI tool...

Contentsquare’s New AI Agent “Sense Analyst” Delivers Analytics on Autopilot

If you ever had the feeling the robots are taking over everything, this week’s rash of product releases will confirm your suspicions. The latest news sees Contentsquare’s Sense Analyst announced as the latest autonomous AI agent to boost CX analytics...

Cisco’s Webex Meeting Platform Delivers Human-AI Collaboration

Hotdesks, meeting rooms and remote calls are all ripe for an in-meeting or session AI makeover. Cisco’s new agents address that gap, making human-AI collaboration a powerful feature, with AI teammates now capable of working as a part of any...

Opticon25 Highlights Marketing Experimentation and Bandits

London’s Barbican Hall played host to Optimizely’s Opticon25 gathering this week, celebrating two years of Opal AI momentum and growing adoption of the company’s content marketing platform. The event saw partners, customers and prospects checking out the latest ecosystem updates,...

Gartner’s Magic Quadrant for Unified Communications as a Service Highlights AI and Collaboration

Hot on the heels of Gartner’s CCaaS Magic Quadrant, the unified communications edition is out for businesses considering revamping or building out their contact centre strategy. Unsurprisingly, leading the report’s insights are the twin boosters of collaboration and AI. Nestling...

Luton Airport’s Assisted Travel Lounge Adds to the Customer Experience

Airports are rarely top of people’s happy places, but for passengers with accessibility needs and assisted travel issues they are stressful in the extreme. While most airports are making strides to improve the customer experience, more is needed to support...

TikTok (US Version) Could Save Marketing Access to Gen Z

TikTok has been the golden child of social media for the last couple of years, doubling from around 750 million users in 2022 to 1.5 billion in 2024. As a marketer’s dream, especially with the decline of Twitter/X, everything seemed...

Collaborate in Style With Jabra and Huddly’s Unified Meeting Room Tech

Can a company really claim a strong employee experience when everyone is lurking in a corner of the all-hands Zoom meeting screen? For corporate meetings especially, presentation and clarity is everything. And there are plenty of fiddly high-end audio and...

Accenture Results Highlight AI and CX Value

Accenture published its latest results with a key figure showing that revenue from Gen AI-products has tripled, reaching $2.7 billion. The company’s overall performance for FY2025 was “robust”, reporting full-year revenue of $69.7 billion. The company continues to focus on...