Archives

Authenticx launches AI to fix healthcare contact centre issues

Authenticx has unleashed a new AI-powered quality management system, designed to shake up contact centre operations with a laser focus on healthcare.Instead of relying on slow, subjective human evaluations, this system uses an MoE (Mixture of Experts) machine learning model,...

ALDI turns to AI to write product descriptions

ALDI is letting artificial intelligence do the talking, at least when it comes to its online product descriptions. The discount grocer has partnered with Digital Wave Technology to automate and enhance its digital product copy, aiming to improve accuracy, boost...

Email isn’t dead—but bad email strategy could be killing engagement

Acoustic has released its 2025 Marketing Benchmark Report: Measure How You Stack Up and Learn Tips to Improve Your Strategy. This report offers an in-depth analysis of current trends in email marketing, automation, and personalisation. It emphasises email’s continued dominance...

Are CDPs the new prince charming of DCX?

In the early days of the digital, everything was simple. We managed our work with websites, basic customer information, and a few marketing tools. But like all fairy tales, this one came to an end. Over time, business got more...

Survey: A customer-first approach and AI adoption drive CX improvements

A 2025 survey of CX Leaders, Trends & Insights: Corporate Edition, highlights the benefits of investing in focused customer experience efforts. It shows off the current state of CX and the road ahead based on CX leaders’ efforts and ambitions....

BambooHR training programme combats Gen Z’s phonophobia

Everybody likes to complain about Generation Z in the workforce. They’ve been maligned for everything from being glued to social media, possessing zero work ethic, and flip-flopping between insane ambition and complete apathy in the space of 30 minutes.But with...

NHS workforce halved, female CEOs face bias, and desk disputes escalate

Desk dispute leads to constructive dismissal payout A senior estate agent won a constructive dismissal case after being assigned a “junior” desk. The tribunal found this desk placement, seen as a demotion, breached workplace laws. Nicholas Walker resigned when told he’d...

Wayward compass: How silos lead to customer confusion and lost revenue

Silos are like walled-off islands within an organization—separate, isolated, and often resistant to change. While they may serve as capable ecosystems for specific teams or departments, they also stifle financial growth, slow down decision-making, and create inefficiencies that ripple across...

Office ‘hotelification’ can support the RTO drive

In the early days of the tech startup era, all sorts of gimmicks were used to tempt talent to join booming companies. In-house coffee bars, gaming and activity rooms, chillout zones and other ideas were tried as lures to out-do...

Almost 90% of companies are embracing AI in outsourcing

The outsourcing landscape is undergoing a dramatic transformation driven by the rapid integration of artificial intelligence. According to a recent SupportNinja survey, 87% of companies are actively engaged in implementing, testing, or strategising the use of AI to enhance operational...