Category: Customer Experience

Forethought debuts first omnichannel agentic AI for CX, raises $25M

Forethought has launched the first-ever multi-agent, omnichannel AI system designed to revolutionise how enterprises engage with customers. This next-generation solution enables businesses to deploy AI agents seamlessly across all communication channels—including chat, email, voice, and SMS—and extend their use beyond...

AI powers fan engagement at Queen’s Club tennis tournament

From the dust of the French Open to the grass of Wimbledon, the tennis season is getting up to full speed. In recent years, tournaments have done more with digital engagement to keep those crowded around the courts in the...

Contentsquare’s new AI knows why your users are dropping off — and what to do about It 

Contentsquare has introduced Sense, a suite of AI-driven features that fast-tracks how businesses understand and act on digital customer behaviour. Integrated directly into the Contentsquare platform, Sense aims to remove the bottlenecks in traditional analytics by automating complex analysis, simplifying...

UK retailers embrace WhatsApp and chatbots to improve customer service

British retailers are stepping up their customer service game, with messaging apps like WhatsApp and the growing use of chatbots reshaping how leading brands connect with shoppers. According to new research by CM.com, retailers that integrate WhatsApp into their customer...

8×8 expands presence in Ireland’s CX sector with CCMA gold sponsorship

8×8 is doubling down on its ambitions in Ireland by becoming a gold corporate sponsor of the Customer Contact Management Association (CCMA) Ireland for 2025. The partnership signals more than just brand presence, it’s a bid to cement 8×8’s influence...

Chatty customers? Oracle and Infobip now made it easier to keep up

To keep up with the rising demand for instant, seamless communication, Infobip has deepened its ties with Oracle, promising businesses a faster route to global conversations via channels like WhatsApp, RCS, and SMS.The move centres on a new Omnichannel Messaging...

IntelePeer SmartAnalytics records it all: New tool dissects every customer conversation

IntelePeer is turning up the volume of customer conversations and listening to every word. The company has launched SmartAnalytics, a new suite of tools designed to capture, transcribe, and analyse every customer interaction across AI agents and human reps, offering...

Foodies, fans, and first-class flyers: Mastercard reveals what’s fuelling global travel in 2025

The Mastercard Economics Institute (MEI) has unveiled its Travel Trends 2025 report, providing a deep dive into the forces shaping global tourism through the lens of aggregated consumer spending data. While macroeconomic factors like exchange rates and geopolitics still influence...

CX fundamentals all CMOs must know

Customer experience is a key priority for many organizations: according to Gartner research, 57% of CEOs and CFOs view enhancing CX as a leading strategy to fuel growth in the next three to five years. CX needs an outside-in approach....

Americans slam brakes on spending as tariff jitters hit home

A fresh wave of economic anxiety is sweeping across the U.S., and this time, it’s about survival.According to new research from Reach3 Insights and Rival Technologies, over half of Americans are already planning to cut non-essential purchases as they brace...