Customer Experience

Ask Nicely Launches AI Insights to Bridge Customer Feedback and Decision-Making

Customer experience platform Ask Nicely has introduced Ask NiceAI, a conversational AI interface that allows enterprises to question their customer feedback data and receive answers with visuals and ready-to-execute action plans in seconds. The tool gives companies a means of...

The Competencies CX Stars Say the Profession Now Requires

The job description for a CX professional has changed considerably in the last few years, even if the job titles haven’t. Empathy, data literacy, stakeholder management — these are still on the list, but they no longer cover it. The...

Could Rising Demand for XAI Improve Trust Issues in CX?

New research from Gartner predicts that, by 2028, the growing importance of explainable AI (XAI) will drive large language model (LLM) observability investments to 50% of GenAI deployments, up from 15% today. It is a forecast that reflects mounting pressure...

Consumers Are Already Letting AI Make Decisions for Them, EY Finds

Most conversations about AI still centre on whether people trust it. The more revealing question, according to new research from EY, is why that debate no longer seems to be slowing anyone down. Sixteen percent of consumers across 23 markets have...

SAP Acquires Reltio to Drive Data Quality in Enterprise AI

SAP has agreed to acquire the cloud-native master data management (MDM) provider Reltio to make both SAP and non-SAP enterprise data AI-ready. It says it will provide business customers with the necessary tools to “unify, cleanse and harmonise data” in...

Salesforce Reveals Its AI Game Plan with the Launch of AI Foundry

Salesforce AI Research has introduced AI Foundry, a new initiative that brings together researchers, strategic customers, and academic partners to develop and validate AI capabilities at a pace the company says would be impossible through a conventional product cycle. The launch...

What Is AI Enablement, and Does Your Organisation Need It?

AI is currently a fixture in most organisations (88% according to McKinsey), yet widespread use has not translated into widespread value. Only 7% of respondents said AI had been fully scaled across their organisations. The tools are in place. The...

Voice-First Agentic AI Gains Traction with IBM–ElevenLabs Collaboration

IBM and ElevenLabs have announced a new collaboration that brings advanced voice technology into IBM watsonx Orchestrate, expanding the platform from text-only workflows to natural spoken interactions. According to the announcement, “voice has become a critical medium for customer and...

Aspect Software and Five9 Tie Up to Bring Real-Time Workforce Intelligence to Cloud Contact Centres

Aspect Software, a provider of intelligent workforce management and workforce engagement solutions, has partnered with Five9 to help contact centres automatically adjust agent schedules when customer demand changes The agreement puts Aspect’s AI-driven scheduling and forecasting capabilities directly inside Five9’s cloud...

Trustworthy AI for Contact Centres: Building Systems Employees Trust with Customer Relationships

AI has worked its way into almost every customer interaction, yet trust in it has not kept pace. Customers want quick, tailored service but are fast to notice when a bot misses context, delivers a slightly off answer, or otherwise...

Banking on AI: HSBC Weighs 20,000 Job Cuts as It Installs First AI Chief

Three signals in the space of a month tell a consistent story about where HSBC is heading. Last week, Bloomberg reported the bank is weighing cuts of around 20,000 roles, with AI cited as a factor reshaping its workforce needs....

Zillow’s New AI Mode Replaces Property Search with Guided Conversation

Real estate marketplace Zillow has launched Zillow AI mode, a conversational experience that lets buyers and renters ask questions about homes, explore affordability, and book tours. Currently in beta with a limited group of US users, the feature is built directly...