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IHG modernises global guest experiences with Genesys Cloud integration

IHG Hotels & Resorts has completed a major overhaul of its global customer experience operations, unifying its contact centres on the Genesys Cloud platform as part of a broader strategy to elevate guest service through AI and automation.The initiative, one...

UK public sector scrambles to modernise citizen services before 2030 deadline

A new report from Cavell Group and 8×8 reveals that the public sector is grappling with outdated communication tools, siloed systems, and a growing pressure to integrate AI and deliver seamless citizen experiences, all under the tightening grip of budget...

Twilio and Microsoft team up to accelerate conversational AI for customer engagement 

Twilio has announced a strategic, multi-year collaboration with Microsoft to accelerate enterprise adoption of conversational AI by bringing together Twilio’s trusted engagement platform with Microsoft’s powerful Azure AI infrastructure.“Every interaction between a business and their customers is an opportunity to...

Press Ganey Forsta acquires InMoment

Press Ganey Forsta has announced the acquisition of InMoment, paving the way for a new era in experience intelligence.Bringing these two powerhouses together will enhance the combined company’s ability to capture and analyse experience data from different sources—including surveys, social...

Here’s how to improve your networking

If you ask Coach Jerry (also known as Jerry Seufert), there’s no substitute for getting out there and networking. Log out of LinkedIn, get in your car (on public transport, whatever) and head out to an event. The nature of...

Customer Experience World Games prepares for June launch

The Customer Experience (CX) World Games makes its return next month. The initiative, which started in 2020 in COVID, brings together a global taskforce of CX practitioners to solve customer experience dilemmas for charities. Around 250 people are expected to register...

Is human interaction the new inconvenience? According to Gen Z, it is

For younger consumers, convenience increasingly means avoiding people altogether. A new Consumer Pulse survey from GoDaddy reveals that Gen Z and Millennials are quietly rewriting the rules of commerce, and human interaction is becoming a casualty.In a poll of 1,500...

Consumer confidence shifts as demand for American-made and second-hand goods rises

According to a new Gartner survey, nearly half of U.S. consumers (47%) plan to increase their purchases of American-made products this year, highlighting a trend toward local sourcing and domestic support. The findings suggest a shift in consumer values, driven...

The future of payments is invisible, instant, and everywhere

There’s a moment Alexander Berrai recalls that sums up how far we’ve come in the world of payments.“Just a few years ago, you had to dig out your wallet, slot the card into the machine, type your PIN, and take...

Insurance rebounds, US retailers face scattered spider threat, and hybrid work misses the mark 

Insurance in 2025: a sector rebounding amid rising expectationsDespite economic concerns and high cost-of-living anxiety (84%), public sentiment toward insurers is improving. Positive perceptions have grown, while views of insurers as “inconvenient” have declined. Claims are rising—especially in Germany and...