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AI Steps Into the Supervisor’s Chair: Intermedia Unveils Real-Time Coaching for Contact Centres

Intermedia Cloud Communications has introduced AI Supervisor Assist, a new AI-powered tool that gives contact centre supervisors the superpower of real-time insight and intervention while calls are still in progress. Designed to help leaders guide their teams more effectively in...

Amazon Web Services Debuts AI Agent Marketplace, Powered by Anthropic’s Claude

Amazon Web Services (AWS) has announced the launch of its AI Agent Marketplace, a platform designed to bring prebuilt AI agents to companies with just a few clicks. Slated to go live next week, the new marketplace aims to simplify...

Personalisation Without Penalties: Staying Compliant in a CX-Led World

The idea that the customer is king has long been a key principle in business for good reason. Consumer satisfaction is imperative for firms looking to build brand loyalty among a base of happy, regular clients. That satisfaction relies on service...

Reimagining Healthcare CX: The Role of Technology in Elevating Patient Journeys

Healthcare customer experience (CX) refers to the quality of a patient’s journey throughout their medical treatment with various care providers. A patient interacts with multiple institutions and organizations while receiving healthcare services, such as hospitals, pharmacies, and telehealth companies. The CX...

“Revenge Quitting” Goes Mainstream, Says New Survey

A rising wave of workplace exits is turning heads, and it’s not the quiet quitting trend we’ve heard so much about. According to new research from Reed.co.uk, 15% of workers have “revenge quit,” resigning suddenly, without notice, often as a...

This Week in CX: Inbox Rage, Prime Day Panic & CX Hubris

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored Gen Z’s complex relationship with email, the surge of AI-driven scams targeting Prime Day shoppers, and innovative customer service breakthroughs from GCXA winners, such...

How Smarter Data Can Transform Customer Experience

Customers move fast. Most feedback systems don’t. And that gap is killing the customer experience. Companies are investing heavily in platforms that promise better insights, but most still struggle to turn feedback into action. The data comes in too late....

AI Boosts Productivity by 40%, But Leaves Workers Burned Out and Disconnected

A new study by the Upwork Research Institute reveals that while AI is unlocking massive productivity gains in the workplace, with workers reporting a 40% increase in output, this efficiency comes at a cost: emotional fatigue, burnout, and a shift...

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...

Are You Tech-Ready, or Just Tech-Enthusiastic?

According to a recent Gartner survey of more than 200 customer service and support leaders, being savvy at choosing tech solutions only got teams halfway to success. Those proficient in evaluating vendors and products saw a 50% higher chance of...