Archives

Reputation’s AI-first evolution empowers brands with deeper reputational insights and reach

Businesses continue to struggle with reputation management, due to the fragmented nature of the social and review landscape. At its Transform 25 event this week in London, brand management company Reputation unveiled a major platform evolution to support brand leaders....

This week in CX: deepfakes, digital payments, and destination travel

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how deepfakes are emerging as a new security threat in call centres, why Gen Z and Millennials demand seamless in-app payments, and what the...

Why B2B customer experience should stop chasing ‘faster’

Speed is everywhere. Same day delivery. Instant payments. Real time support. In B2C, it works. The faster you are, the better you look. We live in an era where ‘I need it now’ has become the rallying cry of the digital...

 Where does employee experience sit within an organisation? Who owns it?  

Employee experience (EX) has become a central focus in today’s fluid business world, not just as a concept, but as a continuous, evolving commitment to the people who bring businesses to life. But as organisations strive to embed EX into...

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A new report from Cavell Group and 8×8 reveals that the public sector is grappling with outdated communication tools, siloed systems, and a growing pressure to integrate AI and deliver seamless citizen experiences, all under the tightening grip of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