Category: Customer Experience

Kore.ai launches an agent platform to change how businesses make and manage AI agents

Kore.ai has officially launched its Agent Platform, a sophisticated solution designed to transform how businesses build, deploy, and manage AI agents. The platform allows businesses to create multi-agent applications that enhance customer experiences and streamline complex business processes.Built on a...

Fast fashion retailer Forever 21 files for bankruptcy, blames Temu and Shein

Fast fashion retailer Forever 21 has filed for bankruptcy protection for the second time in six years, citing fierce competition from Shein and Temu as key culprits in its demise. The retailer’s operating company, F21 OpCo, has announced plans to...

Talkdesk redefines customer experience with emotionally aware AI agents for voice

Talkdeskis revolutionising self-service interactions with the launch of Talkdesk AI Agents for voice. This tool leverages agentic AI automation to deliver dynamic, human-like conversations that redefine what companies can offer and what customers should expect in self-service engagements.Using advanced AI,...

Zoom’s new secret weapon? CX analytics startup Joulica joins the solutions ensemble

Video conferencing giant Zoom has teamed up with Joulica, a real-time customer journey analytics provider, in a move set to transform the contact centre space.This partnership means the Zoom Contact Center solution users will gain deep insights into customer interactions,...

Qualtrics’ AI agents are coming for your feedback—and they’re not waiting for permission

Qualtrics has launched AI agents that don’t just analyse feedback—they act on it instantly. Announced ahead of the Qualtrics X4 2025 summit, Experience Agents will step into surveys, product reviews, and online interactions to fix issues in real-time, anticipate customer...

Only 25% of businesses ready to comply with the European Accessibility Act

While some businesses continue to roll back their DEI initiatives, the new provisions of the European Accessibility Act aren’t going anywhere soon. New data from enterprise CMS company Storyblok identifies that only 25% of European businesses are fully prepared to...

CallMiner’s new tool ditches dead-end surveys

Conversation intelligence solutions vendor CallMiner has launched CallMiner Outreach, an AI-powered feedback tool designed to do what traditional surveys can’t—listen.Most businesses still rely on traditional surveys to gauge customer sentiment, but CallMiner’s 2024 CX Landscape Report reveals a major flaw:...

Five9’s AI: what truths are hidden in your customer conversations?

Five9 has introduced Spotlight for Five9 AI Insights to help businesses harness generative AI to analyse customer interaction data. The tool leverages Five9 Genius AI to provide businesses with real-time, actionable insights derived directly from conversation transcripts.The platform’s advanced AI...

Cisco unveils agentic AI solutions for Webex and Contact Center

Cisco is ramping up its agentic AI offering with features to improve the customer and employee experience for businesses through its Webex collaboration services.Webex AI Agent is a new product launching at the end of March. It will improve customer...

What makes people open emails in 2025?

Email remains one of the most powerful communication tools in 2025, with 93% of people checking their inbox daily—and only 6% taking a break from email while on vacation. With billions of emails sent every day, businesses must understand user...