Invoca Expands AI Agent Suite to Tackle the Conversion Crisis

Invoca has announced a significant expansion of its AI agent capabilities, introducing tools built to address the point where marketing investment most often fails, the conversion stage. The launch centres on two products, an AI Voice Agent and an expanded AI...

B2B CX Teams Are Paying a Hidden “Coordination Tax” and AI Is Making It Worse

AI was supposed to mean faster responses, smarter routing, and less manual work. In many B2B customer experience teams, the investment has followed the pitch while the results have not. The tools multiplied, the dashboards filled up, and the workload...

The Competencies CX Stars Say the Profession Now Requires

The job description for a CX professional has changed considerably in the last few years, even if the job titles haven’t. Empathy, data literacy, stakeholder management — these are still on the list, but they no longer cover it. The...

Consumers Are Already Letting AI Make Decisions for Them, EY Finds

Most conversations about AI still centre on whether people trust it. The more revealing question, according to new research from EY, is why that debate no longer seems to be slowing anyone down. Sixteen percent of consumers across 23 markets have...

Employee Upskilling for CX: The Skills Your Teams Really Need to Earn Customer Trust

Most business leaders think they have a pretty good idea of the skills CX teams need right now. We all know customer-facing employees need to be great at communication, problem-solving, and conflict resolution. Unfortunately, this usually means that a lot...

How to Make Your Employees Feel Human in the Age of AI

The pitch from most AI vendors goes something like this: automate the routine, free up your people for the work that actually requires a human. It sounds reasonable. The problem is that the humans being freed up for that work...

What Is AI Enablement, and Does Your Organisation Need It?

AI is currently a fixture in most organisations (88% according to McKinsey), yet widespread use has not translated into widespread value. Only 7% of respondents said AI had been fully scaled across their organisations. The tools are in place. The...

Quiet Cracking and CX: How Employee Experience Fractures Customer Satisfaction

Contact centre work has always been demanding. Turnover has hovered around 30% to 45% a year for as long as anyone can remember,m but something’s shifting. Attrition isn’t exploding the way it did during the Great Resignation, and on paper,...

Aspect Software and Five9 Tie Up to Bring Real-Time Workforce Intelligence to Cloud Contact Centres

Aspect Software, a provider of intelligent workforce management and workforce engagement solutions, has partnered with Five9 to help contact centres automatically adjust agent schedules when customer demand changes The agreement puts Aspect’s AI-driven scheduling and forecasting capabilities directly inside Five9’s cloud...

Trustworthy AI for Contact Centres: Building Systems Employees Trust with Customer Relationships

AI has worked its way into almost every customer interaction, yet trust in it has not kept pace. Customers want quick, tailored service but are fast to notice when a bot misses context, delivers a slightly off answer, or otherwise...

Zillow’s New AI Mode Replaces Property Search with Guided Conversation

Real estate marketplace Zillow has launched Zillow AI mode, a conversational experience that lets buyers and renters ask questions about homes, explore affordability, and book tours. Currently in beta with a limited group of US users, the feature is built directly...

Change Management for CX Teams: Tips for Side-Stepping Change Fatigue

Change is a constant part of the workplace today. Most of us have gotten (almost) used to that. We don’t even mind it if the change feels worthwhile, and it’s explained in a way we can actually understand. Usually, though,...