Author: Sandra Radlovacki

Zendesk’s AI Now Writes, Watches, and Warns in Real Time

Zendesk is going all-in on AI again, this time rolling out a powerful batch of updates aimed at doing less talking and more resolving. The latest upgrades to its Resolution Platform include AI agents that can handle email, a historically...

How Gulf Brands Are Using AI to Cut Costs and Boost CX—All at Once

Artificial intelligence is already at work inside some of the most customer-focused brands in the Gulf. It’s not only taking on back-office tasks but on the frontlines as well: talking to customers, analysing what they say, and even predicting what...

ASOS Launches Tiered Loyalty Programme for UK Customers

ASOS has announced the launch of ASOS.WORLD, a new rewards programme designed to deepen engagement and keep fashion-conscious UK shoppers coming back for more.Following a trial run earlier this year, the UK-exclusive programme is now live, offering a mix of...

Airship’s New AI Agents Take Over the Tedious Parts of CX

Airship has released a lineup of four AI agents designed to automate the core tasks behind customer experience, like building content, running tests, interpreting results, and staying compliant, all while keeping output on-brand.Mike Herrick, CTO, Airship said: “Our AI Agents...

How Orange Business Plans to Stay Ahead by Rethinking Its Entire Digital Backbone

Orange Business is in the midst of a sizeable transformation designed to modernise how it operates, delivers services, and competes in a market increasingly shaped by AI, automation, and customer expectations for speed and simplicity.At the heart of this overhaul...

Why Business Leaders Keep Overestimating Their CX Game

Business leaders are convinced they’re delivering great customer experiences. Their customers beg to differ.A new global study by Amdocs shows that 80% of executives believe they’re meeting or exceeding customer expectations, yet only 24% of customers agree. The report, based...

GCXA Winners SEWA and Sharjah Municipality Launch Automatic Utility Activation for New Tenants

Renting a property in the city of Sharjah is now a much smoother process, thanks to a new digital service introduced by the Sharjah Electricity, Water and Gas Authority (SEWA) in collaboration with Sharjah Municipality.The two entities—both winners at the...

Most Shoppers Browse Online But Still Buy In-Store

Despite the steady growth of e-commerce, physical stores are far from dead, and closing them en masse may be a costly mistake, according to new insights from the EY Future Consumer Index. The research urges retailers to rethink their store...

Verizon Assigns Dedicated Experts Until Problems Are Fixed

Verizon has rolled out what it’s calling its most significant customer experience (CX) transformation to date, introducing AI-powered support, 24/7 live assistance, and a revamped app, all aimed at making service faster, simpler, and more personal for millions of customers...

Walmart Launches AI to Help 1.5 Million Workers Communicate in 44 Languages

Walmart is introducing several AI-powered tools for its 1.5 million U.S. associates, aimed at reducing time spent on routine tasks and improving workplace communication. The tools are available through the Walmart associate app.A central feature is an AI-based task management...