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ServiceNow’s AI agents are changing telecom – here’s how

In collaboration with NVIDIA, ServiceNow has unveiled an AI solution tailored for the telecommunications industry. Leveraging NVIDIA AI Enterprise software and the powerful NVIDIA DGX Cloud platform, these AI agents are set to transform service providers’ operations by automating complex...

Gen Z’s dirty little secret: They actually like phone calls for customer service

For years, we’ve been told that Gen Z hates phone calls, but a new study suggests otherwise. According to research commissioned by PolyAI, a whopping 86% of Gen Z and younger Millennials prefer calling customer service over using digital-first options,...

The gender equality perception gap: what men don’t see

Workplace gender equality remains an ongoing challenge, yet many men think they have already achieved it. HiBob’s latest Women in the Workplace report reveals that 76% of working men believe employers pay men and women equally. However, the reality is...

MWC kicks off with 7 in 10 businesses seeking simplified telecoms CX

Mobile World Congress (MWC) is taking place in Barcelona, Spain this week. While phone vendors continue touting greater AI capabilities, businesses look beyond the latest smartphone features to extract more value from their telecom providers and to improve operations. According...

Is the 9-to-5 model dead? UK workers are fighting for flexibility

A growing number of UK employees struggle with burnout, and a lack of workplace flexibility is a key factor. A recent study by CV Genius, which surveyed 1,000 full-time workers, revealed that three in ten employees blame rigid work arrangements...

Netflix price rise email is a crass CX fail

Last Friday, Netflix sent a “Price update coming soon” email, announcing its latest cost increases to UK customers. The price increase isn’t the issue for many, although customers will always grumble. However, the content and tone of the email seem...

Navigating uncertainty: job cuts, pregnancy discrimination, and airline industry shifts

Thousands of women lose jobs due to pregnancy discrimination  New research by Pregnant Then Screwed and Women In Data reveals that up to 74,000 women lose their jobs annually due to pregnancy or maternity leave, a rise from 54,000 a decade...

The great CX productivity debate: are we measuring success the wrong way?

Customer experience (CX) teams are obsessed with productivity metrics, but are we tracking the right things?  Speed, efficiency and resolution rates dominate performance dashboards, shaping how success is defined. But here’s the real question: Does any of it improve the customer...

Why chat-based shopping is taking over ads

Digital advertising is undergoing a major shake-up, and chat-based shopping is leading the charge. A new study from Smartly and Forrester Consulting reveals that conversational commerce is fast becoming the next big thing in marketing, with 73% of marketers planning...

Carrot or stick? Luring workers back for RTO

Recently, we’ve witnessed daily tales of workers ordered back to their office in the ongoing RTO saga. Boorish leaders are stomping their feet, demanding workers get bums on seats. With many workers happy enjoying the comforts of home, this creates...