Author: Sandra Radlovacki

Sprout Social Integrates Instagram and WhatsApp into Salesforce for Smarter CX

Sprout Social has expanded its partnership with Salesforce, introducing a new integration that brings Instagram, LinkedIn, X (formerly Twitter), Facebook Messenger, and WhatsApp into Salesforce’s Digital Engagement platform. The move makes Sprout the first social media management provider to connect...

Capacity Lands $92M, Acquires Two Firms to Power Smarter, Voice-First Contact Centers

AI support automation company Capacity has secured over $92 million in new investments and acquired two companies—Call Criteria and Verbio Technologies—as it pushes deeper into the contact centre technology market. The funding includes $50 million in debt financing from Chicago Atlantic...

UK Retailers Look to New Markets as US Tariffs Drive Up Costs

With new US tariffs threatening to make transatlantic trade economically unsustainable, UK retailers are actively changing their international growth plans. According to a new study by ESW and Retail Economics, 76% of UK exporters are diversifying their export focus beyond...

How AW Rostamani Turned CX Technology into Tangible Business Value

While many businesses are still trying to align their CX investments with commercial outcomes, AW Rostamani Group has already closed the gap. Its contact centre no longer operates as a support cost. It drives revenue, identifies growth opportunities, and strengthens...

Salesforce and ServiceNow Pour $1.5B into Genesys to Advance AI-Driven CX Orchestration

Genesys has announced a $1.5 billion investment from Salesforce and ServiceNow, marking a significant expansion of its long-standing partnerships with both companies. Each investor is contributing an equal share, backing Genesys’s strategy to bring more autonomy and intelligence to customer...

More Than Half of Customers Now Start Support Journeys Outside Company Channels

A new Gartner survey has revealed that 51% of service journeys now begin on third-party platforms such as Google, YouTube, and generative AI tools like ChatGPT, often without customers ever visiting a brand’s official channels. This trend is particularly strong among...

SoundHound AI and Acrelec Team Up to Automate Drive-Thrus with Voice AI

SoundHound AI has announced a global partnership with quick-service restaurant (QSR) tech provider Acrelec to roll out fully automated, voice-enabled drive-thru systems. The collaboration combines SoundHound’s Dynamic Drive-Thru voice technology with Acrelec’s content management and digital signage solutions. As a result,...

AI Agents Might Be the Reason Fraud Detection Tools Are Going Blind

The rapid rise of consumer-facing AI agents is undermining the very systems designed to detect online fraud, and most businesses aren’t prepared for what’s coming. Transmit Security’s new report, Blinded by the Agent, reveals that traditional fraud detection technologies are failing...

The CX Revolution Starts Inside the Company

Customer experience gets the spotlight, but what about the people delivering it? A standout trend in this year’s Gulf Customer Experience Awards is the growing number of companies rethinking how they engage and support their employees. In a region where traditional...

Ipsos Brings Human-Centric CX Benchmarking to Qualtrics Marketplace

Ipsos has launched its Forces of CX solution on the Qualtrics XM Marketplace, offering businesses a ready-to-use, research-backed tool to measure and improve customer experience. Developed in collaboration with Qualtrics, the self-guided solution allows organisations to benchmark performance, uncover emotional drivers...