Category: Customer Experience

RingCentral unifies voice and CRM with new Salesforce integration

RingCentral has announced the launch of RingCX for Salesforce Service Cloud Voice, now available on Salesforce AppExchange. This powerful integration brings RingCentral’s voice and digital communication capabilities directly into Salesforce, allowing organisations to deliver faster, more intelligent, and personalised customer...

DoorDash to acquire Deliveroo in £2.9 billion deal

DoorDash has announced a definitive agreement with Deliveroo plc’s board of directors to acquire the entire issued and to-be-issued share capital of Deliveroo in a recommended all-cash transaction.Under the terms of the deal, Deliveroo shareholders will receive 180 pence in...

AI and kiosks are taking over your favourite drive-thrus

A new Emerging Experiences 2025 study by Intouch Insight and QSR Magazine reveals that the biggest names in quick-service restaurants (QSRs) are racing to out-tech each other, using AI voice bots, app-based ordering, and touchscreen kiosks to streamline your fast...

Amperity says it can fix enterprise data problems holding back AI

Most companies want to use AI to power smarter customer experiences, but they’re still stuck on step one: getting their data in order. Amperity thinks it has the fix.The Seattle-based customer data firm has launched what it calls the first...

Relatient launches Dash Voice AI to automate patient scheduling calls

Relatient has unveiled Dash Voice AI, a new conversational AI tool designed to automate and streamline patient appointment management. As an advanced feature within the company’s Dash Schedule platform, Dash Voice AI handles routine, high-volume phone interactions, such as appointment...

Americans cut back on spending as tariffs fuel a new age of caution

From cutting second vacations to skipping the wine with dinner, American consumers are drawing a harder line on spending, and it’s not just inflation fatigue. According to the KPMG’s Consumer Pulse Summer 2025 report, economic anxiety is no longer a...

New Alorica system claims to catch harmful content 500x faster without losing the human touch

Alorica is working to make digital spaces safer by pairing fast-learning AI with experienced human moderators.The global BPO firm just launched an upgraded version of its Digital Trust & Safety platform, claiming it can detect harmful content and online threats...

Medallia a leader in Gartner’s Magic Quadrant voice of the customer platforms report

Gartner’s latest batch of vendor research is rolling out. Providing much back-slapping for those appearing in the right places in the fresh round of Magic Quadrants. Medallia is one such beknighted brand. The customer and employee experience company is named...

Currys saves 900 management hours to spend more time on the shop floor

The quest for management efficiency continues across all businesses. Yet, it is pretty rare to get a specific figure out of any project. Therefore, data from Uk retailer Currys, saving 900 hours through the use of Zebra’s workflow automation package...

Research shows emotive human experiences are worth far more than AI

The debate between AI and human in customer service roles will rage for years, even as AI takes over more of the workload. New research from Ventrica shows that UK companies can’t afford to replace humans with AI in customer...