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SurveyMonkey’s new tool connects survey data like never before

SurveyMonkey has launched Connect, a new no-code tool designed to make survey data more powerful and easier to use. Connect allows users to instantly link survey responses with business apps like Microsoft Teams, Slack, Excel, and Google Sheets, automating notifications,...

Zoom AI goes agentic: workflows transformed across the platform

Zoom has unveiled major AI updates, evolving its AI Companion from a personal assistant into an agentic tool that streamlines workflows across Zoom Meetings, Team Chat, Docs, Phone, Whiteboard, and more. The AI Companion now executes tasks, manages multi-step actions,...

Taking flight: navigating the complexities of modern airport customer experience

In the fast-paced world of air travel, customer experience can make all the difference between a stressful journey and a seamless adventure.“We take away the stress… we look after them from curb to wing,” Suzanne Tormey, operations manager at Dublin...

6 reasons why awards programmes deliver ROI

Much like the A-list stars that rocked up to the 97th Academy Awards ceremony this year, we all crave a little recognition.Even if you claim modesty, or demur your moment in the spotlight, you will be over the moon if...

Power plays: Google’s bold buy, elite spending trends, and retail leaders

Google acquires cybersecurity firm Wiz for $32 billionAlphabet, Google’s parent company, has announced its largest acquisition yet, purchasing cybersecurity firm Wiz for $32 billion. This move aims to strengthen Google Cloud’s security capabilities and compete with Microsoft and Amazon in...

Report: The AI clock is ticking, two years for revenue boosts, or else!

The huge number of AI features for business software and services puts pressure on executives and managers to deliver results, now. Insights from Conga’s latest research report shows executives could benefit most from AI and automation, but those who don’t...

What really matters when choosing a BPO provider?

Ah, the great BPO debate. Every CX leader has had it at some point: Should we outsource? And if so, who do we trust with our customers?Most companies start with the same approach: comparing hourly rates like they’re shopping for...

NICE ends customer service silos with CXone Mpower Orchestrator

NICE has introduced CXone Mpower Orchestrator, a unified automation solution for customer service. Announced at Enterprise Connect, the platform seamlessly integrates virtual agents, live agents, and back-office workflows within a single AI-powered ecosystem.“CXone Mpower Orchestrator changes the game—eliminating silos, unifying...

The pros and cons of the CX consulting life, from experts

For customer experience experts, consulting can feel like the call of the wild. A way to put all your experience into use and reap all the rewards. It also offers a way to see true recognition of your efforts. To...

Genesys introduces AI-powered tools to enhance supervisor efficiency

At Enterprise Connect 2025, Genesys introduced a new suite of Genesys Cloud AI capabilities designed to empower supervisors. These advancements aim to help organisations navigate the evolving work landscape within and beyond the contact centre.As businesses worldwide seek to enhance...