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Call centre agents: Saving lives and building careers, busting contact centre myths

There’s a common image of a call centre as battery a farm for overworked keen young things, following the scripts to earn a modest crust. That image may include fielding hundreds of phone enquiries each day, dealing with difficult issues,...

Good digital experience is in the details. Here’s what they are

While we’ve become accustomed to major technological advancements like social media and mobile technology, this year’s findings of the Insights Report 2025 Digital Experience Benchmarks by Contentquare reveal that it’s the smaller, often overlooked shifts that are reshaping how businesses...

Greek airline Aegean goes AI cloud-hopping for first-class CX

Flying over 16 million passengers each year, Aegean is an airline on the way up. It brought itself out of Greek state ownership in 2023 and is expanding aggressively. Aegean has 8 Airbus A321 neo aircraft on order, plus new...

Verizon and Sinch join forces to make business messaging smarter

Sinch and Verizon are deepening their partnership to push Rich Communication Services (RCS) into the mainstream, expanding RCS for Business Messaging (RBM) to Verizon subscribers across the U.S. Announced at Enterprise Connect in Orlando, this move aims to accelerate the adoption...

Adobe paints a new canvas for customer experience with AI

At the Adobe Summit, Adobe unveiled tools designed to enhance customer experiences through AI-driven personalisation and seamless engagement across all touchpoints. “Delivering a unified customer experience requires a much more agile and streamlined operation that solves real customer pain points,...

GoTo’s AI receptionist will take your call now

As the every-platform-has-to-have-AI battle heats up, more contenders arrive daily in our news inbox. Today’s turnout alone will see another half-dozen services unveiled in the coming weeks. Entering the fray today is GoTo, offering a Connect AI Receptionist, presumably for...

Gen Alpha is already running the show. And marketers need to catch up

Move over, Millennials and Gen Z, there’s a new generation in charge. According to Razorfish’s latest research, Gen Alpha isn’t just growing up; they’re growing into household decision-makers. From choosing the family car to influencing grocery runs, these digital-savvy kids...

Fast food meets the future: Yum! Brands partners with NVIDIA for AI innovation

Yum! Brands, the parent company behind KFC, Taco Bell, Pizza Hut, and Habit Burger Grill, is partnering with NVIDIA to bring advanced artificial intelligence into the restaurant industry on an unprecedented scale. As the world’s largest restaurant company with over...

Braze enhances personalised shopping experiences with Shopify integration

Braze has announced a strategic partnership with Shopify, introducing new integrations and features that enhance personalised shopper interactions. These advancements give brands real-time insights into customer preferences, allowing them to craft targeted campaigns that deepen engagement and strengthen customer relationships. The...

Google pays $28M for bias, government slashes credit cards, and companies fail on burnout

Google settles a racial bias lawsuit for $28M Google has agreed to pay $28 million to settle a class action lawsuit alleging racial bias in pay and career advancement. The lawsuit, representing over 6,600 employees, claimed that Hispanic, Latino, Native American,...