Category: Customer Experience

Most small businesses can’t afford cybersecurity, report finds

A new report shows that while leaders of small and mid-sized businesses (SMBs) understand the need for stronger cybersecurity, many simply can’t afford to act on it, potentially leaving their businesses open to devastating attacks.Published today by fibre internet provider...

Accenture to acquire Yumemi, expanding digital product development in Japan

Accenture has announced plans to acquire Yumemi, a Japan-based digital services company, to expand its ability to quickly design, develop, and launch innovative digital products for clients. The move strengthens Accenture’s position in digital product development by combining Yumemi’s agile...

Salesforce pushes AI agents into pharma

Salesforce is taking aim at the outdated technology still running much of the pharmaceutical industry by launching a full-fledged partner network designed to drag the industry into the AI era, with digital labour leading the charge.Announced today, the Life Sciences...

InvoiceCloud integrates AI to transform billing and payment experience

InvoiceCloud has begun deploying embedded generative and agentic AI capabilities across its digital platform. This strategic move is designed to revolutionise how businesses and their customers engage with billing processes, bringing greater speed, accuracy, and ease to everyday transactions.“This isn’t...

The changing face of the cruise liner customer experience

The cruise liner market is back in full swing after the impacts of COVID, uncertain weather and troublesome seas. Passenger numbers reached 31.7 million in 2023, but while the promenade, dining and entertainment decks might look the same, a change...

Klarna rethinks AI push, rehires humans after automation stumbles

After loudly downsizing its customer support team in the name of AI efficiency, Klarna is backpedalling. The Swedish fintech is once again hiring human agents, admitting that its AI-first strategy delivered cost savings, but at the expense of service quality.CEO...

Optimizely’s AI doesn’t just assist, it executes

Optimizely has unveiled a major evolution of its AI engine, Opal, branding it not as a passive assistant, but as an active operator embedded across its digital experience platform.The upgrade introduces specialised agents, orchestrated workflows, and a new user interface...

NICE and ServiceNow forge AI alliance to eliminate service silos 

At Knowledge 2025, ServiceNow’s flagship event, NICE unveiled a new partnership with ServiceNow to reimagine customer service through complete automation. This collaboration combines NICE’s advanced AI customer service automation with ServiceNow’s AI-powered enterprise workflow platform to create a holistic, integrated...

How digital solutions will revolutionise experience in women’s health

Healthcare has long overlooked the unique complexities of the female body. Too often, women’s health is assumed to mean only reproductive health. However, conditions such as autoimmune diseases, many cancer types, and mental health disorders also disproportionately impact women —...

81% of ecommerce leaders dread tariffs, 91% still expect global growth

A new survey from international ecommerce provider Passport reveals a sharp contradiction at the heart of U.S. ecommerce strategy: leaders are deeply anxious about trade disruptions, yet more committed than ever to expanding abroad.According to the report, “Going Global, Smarter:...