Category: Customer Experience

Cost-of-living crunch makes insurers look good

UK customers are warming up to their insurers, even as geopolitical chaos, economic stress, and cost-of-living woes continue to take a toll on household budgets.Guidewire’s newly released 2025 European Insurance Consumer Survey found a 7% year-on-year increase in the number...

Clerk Chat and Telecom giants launch North America’s first unified RCS messaging experience 

Clerk Chat has partnered with Google, Verizon, T-Mobile, and AT&T to deliver interactive digital content via Rich Communication Services (RCS) messaging. This marks the first time in North America that RCS capabilities have been launched simultaneously across multiple carriers, ushering...

The future of fast food: 77% of drivers want to skip the line with in-car voice assistants

A recent study conducted by SoundHound AI reveals a shift in consumer behaviour that could reshape the future of food ordering. According to the findings, 94% of U.S. drivers who use or have access to voice assistants frequently order food...

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....

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...

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A new report from Cavell Group and 8×8 reveals that the public sector is grappling with outdated communication tools, siloed systems, and a growing pressure to integrate AI and deliver seamless citizen experiences, all under the tightening grip of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

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...