Archives

Five9 Launches Fusion for ServiceNow to Deliver AI-Powered Customer Service Experiences

Collaboration and integration is key for any vendor looking to fit into a fractured operational business software landscape. The latest example comes from Five9 Fusion tucking neatly under ServiceNow’s wing to provide real-time transcription and unified routing to eliminate fragmented...

Volkswagen UK, Medallia and Ipsos Collaborate to Redefine Customer Experience Measurement

The UK’s automotive market is a chaotic place to do business, with cyberattacks, brands flopping between EVs and traditional models, and SUVs lined up a tempting target for increased taxation. Yet, among the corporate and production threats, every car brand...

This Holiday Season, AI Wins More Trust Than Retailers

Retailers have tried time and again to guide shoppers with curated gift lists and seasonal promotions. But this holiday season, consumers are putting more faith in generative AI than in traditional retail strategies. Coveo’s new holiday report, based on a survey...

Move Over Google: Gen Z’s New Shopping BFF is AI

A new report shows that younger consumers are rapidly embracing artificial intelligence as a trusted partner in their shopping journey. According to Commerce and Future Commerce’s New Modes: How AI is Shaping New Commerce Contexts and Expectations report, one in...

Why Custom Connect Built Myia: Innovation, Empowerment and the Future of Quality Assurance

The latest Gartner Magic Quadrants, a rash of seasonal CX vendor releases and updates, and the power of vibe coding (now a feature of OpenAI) culture all congregated in a recent office conversation about the power companies have when it...

New Chatmeter Integrations Give Restaurants a 360° View of Delivery Experiences

Chatmeter has unveiled new integrations with Uber Eats, DoorDash, and GrubHub that give restaurants the ability to monitor and respond to delivery reviews directly within the Chatmeter platform. The move connects delivery feedback with broader reputation strategies for the first...

Research Suggests Contact Centre Reshoring is the New Offshoring

The onshore/offshore push-pull debate has been rumbling on for many years, with the latest trends showing that reshoring is now in the ascendency as technology reduces costs. Outsourcer ArvatoConnect highlights data in a new report revealing a major reshoring shift...

Calabrio Pushes Workforce Management into the AI Era with New Intelligence Suite

Calabrio has introduced Workforce Intelligence, a platform it says redefines how contact centres manage their people in an AI-driven world. Announced at the company’s annual Calabrio Customer Connect (C3) event, the launch marks a break from the static systems that...

Gartner: By 2028, Every Fortune 500 Will Still Rely on Human Customer Service

Despite predictions that artificial intelligence would replace entire customer service departments, a new Gartner study makes it clear: human agents aren’t going anywhere. By 2028, none of the Fortune 500 companies will have fully eliminated human customer service staff. The...

8×8 Partners with ULAP Networks to Break Down Global Connectivity Barriers

8×8 has announced a strategic partnership with ULAP Networks, a global cloud infrastructure and connectivity company known for sovereign-ready, compliance-driven services. The collaboration is designed to expand access to hard-to-reach markets while delivering seamless, reliable connectivity for organisations operating across...