Archives

Zoom Talks Scaling the AI Customer Experience as Companion 3.0 Takes Off

Zoom is one of the last big tech companies declaring earnings before the Thanksgiving break, but not much is stopping the company’s growth as it moves more enterprise customers to AI-powered support. Based on modest but positive third quarter total...

Customer Tech Support for Turkeys Goes AI This Thanksgiving

Everything else around this Thanksgiving in the US, and Black Friday around the world, seems to revolve around AI this year, so why not the humble tradition of cooking a turkey? Ignoring the maniacs dunking frozen birds in boiling oil, this...

Hertz Car Rentals Highlights the Success of Its Customer Experience Revamp

Hertz was talking through its latest financial results recently. And a good chunk of the earnings call was taken up revisiting the US car rental company’s customer experience improvement efforts. The company hit revenue of $2.5 billion in the third...

Infobip Expands Branded Calling ID to Combat Rising Fraud Calls in North America

Infobip is expanding its Branded Calling ID (BCID) capabilities across North America as fraudulent and spoofed calls continue to erode consumer trust. The company is strengthening its voice portfolio and partnering with major U.S. telecom providers to make BCID easier...

Calabrio: Agents Are Carrying More Than Ever, Leaders Need to Step Up

The pressure on contact centre teams has grown significantly in recent years. Customer issues are more complex, expectations are higher, and AI is transforming day-to-day work faster than many organisations can support. This context framed Calabrio’s session at the Contact...

What Companies Are Changing the Game for Black Friday?

According to the emails flooding into the CXM press release box, this year Black Friday is all about AI. Perhaps with a smattering of scam dodging, sales channel surge-preparedness and sifting through loads of SMS messages, depending on the vendor....

A Judge’s Perspective: How CX Innovation and Empathy Evolved This Year

It was a genuine honour to return once again as a judge at the UK Customer Experience Awards 2025. Having served in this capacity for several years, I continue to be deeply impressed by the calibre of entries and the...

British Airways’ Chairman Talks Up the Passenger Customer Experience

Airlines and the travel industry have one of the toughest CX jobs. When something goes wrong, out of a very long list of aircraft, airport, air traffic control and weather issues, it can leave large numbers of people in the...

Five9 Launches New Genius AI Innovations at its CX Summit to Accelerate Agentic CX

While the UK arm of Five9 was busy chatting to CXM at Contact Centre Expo. The US wing was running its live event at Gaylord Opryland in Nashville, Tennessee, and a virtual Five9 CX Summit for those at distance. Alongside...

Contact Centre Expo Roundup: Blending AI and People Skills

After a hectic couple of days, Contact Centre Expo from London’s ExCel Arena has come to a end. From running around the floor, a welcome feeling given the freezing weather outside, bagging key vendor interviews, and gathering insights and trends...