Archives

 Report: Improving the Experience of the UKCXAs

The UK Customer Experience Awards Steering Council meeting met in London recently to discuss ideas and express opinions on the future of the UKCXA. The event was part of a broader CX day, hosted by Ipsos, providing an educational and...

What 50 omnichannel campaigns reveal about the future of CX

What do Klarna, Duolingo, and Sephora have in common? No, this isn’t the start of a joke. It’s a serious question that exposes a significant shift in how brands approach customer experience (CX). While most companies struggle to unify online...

Social Is the New Search: Gen Z Is Redefining Discovery Online

A major generational shift is underway, reshaping how people find information, make decisions, and interact with brands. According to Sprout Social’s latest report, Gen Z is no longer just using social media for entertainment—they’re turning to it first for answers,...

Pega Debuts Agentic AI Suite to Fast-Track Intelligent, Integrated Applications

At its annual PegaWorld event, Pegasystems unveiled a groundbreaking upgrade to its Pega Infinity App Studio. The latest update brings advanced agentic AI capabilities that guide developers intelligently throughout the entire application development lifecycle, allowing organisations to innovate faster and...

CallMiner Acquires VOCALLS to Add Native Voice and Text AI Agents

CallMiner has acquired VOCALLS, a voice-first conversational AI and automation platform to integrate native AI virtual agents for voice, chat, email, and social messaging into CallMiner’s platform, tightening the link between conversation analytics and automated service delivery.The acquisition reflects a...

Pfizer develops CX metric for pharma field reps

Every industry needs to develop its own flavour of CX. Some industries are further ahead like retail, banking, telecoms. Other sectors are just starting out, such as construction, engineering, media, or pharma. Within a heavily regulated industry like pharma, any customer...

Gartner: Most Customer Service Agents Fail to Promote Self-Service Tools

Despite the rising importance of self-service in enhancing customer experience and lowering operational costs, a new Gartner survey reveals that most customer service agents are failing to actively promote these options. According to the survey, 60% of agents do not...

NEXT Taps Infobip to Block 175K Fake Messages a Month

Retail giant NEXT has teamed up with global cloud communications provider Infobip in a move to tighten the screws on SMS fraud and supercharge its customer messaging. The partnership merges AI-fuelled fraud detection with next-gen messaging tech, arming NEXT with...

The UAE offers ChatGPT Plus free to all citizens

How is your country promoting the benefits of ChatGPT and other AIs? Some nations talk a big AI game with varying levels of investment. Others do nothing but let the market decide. The UAE is taking a fresh approach. Boldly...

Capital One makes employee engagement key to CX strategy

Capital One isn’t your usual bank. In fact it doesn’t even think of itself as a bank. It’s more of a technology company that happens to offer banking services. That subtle difference is reflected in its approach to employee and...