Category: Customer Experience

Survival of the friendliest: how AI and partnerships are key to great CX

Much is made of the survival of the fittest in business, but when it comes to customer experience, friendliness is the key differentiator. Paul Holden, CallTower’s VP of EMEA sales explains why customers demand friendliness, and how businesses can use...

Adidas data breach exposes customer contact info via third-party vendor

Adidas has confirmed a data breach after attackers accessed customer information held by a third-party service provider used for handling support inquiries. The breach, disclosed on May 23, affects individuals who previously contacted the company’s customer helpdesk, though Adidas insists that...

85% of go-to-market teams say they’re aligned while silently pulling in opposite directions

New survey data from Mural reveals a troubling truth: Go-to-market (GTM) teams are confident in their collaboration, but that confidence may be dangerously misplaced. According to Mural’s 2025 Global Go-to-Market Alignment Gap Index, 85% of sales, marketing, and R&D professionals say...

Invoca acquires Symbl.ai to integrate agentic AI across the buyer journey

Invoca is taking a big leap into agentic AI with the acquisition of Symbl.ai, a move that could transform how brands orchestrate the customer experience across digital, voice, and messaging channels. The deal brings Symbl.ai’s advanced language models and multi-agent orchestration...

Compliance as the backbone of AI-powered chatbots in customer service

You’ve likely interfaced with an AI chatbot in a customer service setting. In fact, it’ll likely become more common as the AI call centre industry is expected to reach $4.1 billion by 2027. While AI chatbots provide time and cost...

Cegeka picks Talkdesk to power next-gen AI-driven customer experience

Talkdesk has announced a new partnership with Cegeka, an international IT services provider. The collaboration will see Cegeka adopt the Talkdesk CX Cloud platform to transform its customer support operations with cloud and AI capabilities. By implementing Talkdesk’s modern CX technology,...

68% of customer support could be AI-driven by 2028, says Cisco

Shorter hold times and far fewer humans might be the new normal in the contact centres of the future, reveals a new global study from Cisco. By 2028, 68% of interactions between businesses and their technology vendors will be handled...

Mitsubishi Motors Canada introduces AI-powered assistant

Mitsubishi Motors Canada has revamped its online customer journey with the introduction of an AI-powered Intelligent Companion (IC). The virtual assistant provides prospective buyers of the 2025 Outlander a personalised, interactive, 3D guide to the vehicle’s features. “For us it is...

Firstsource deploys Sanas AI to eliminate contact centre accent barriers

Business process management company Firstsource Solutions has partnered with Sanas, the startup behind the world’s first real-time speech understanding platform, to make customer conversations clearer, faster, and less frustrating. At the core of the collaboration is Sanas’ Real-Time Accent Translation technology,...

Oracle, Cleveland Clinic, and G42 join forces to build global AI health empire

Oracle, Cleveland Clinic, and UAE-based AI firm G42 have announced a partnership to build a global, AI-powered healthcare delivery platform—one designed to make advanced, personalised care both scalable and cost-efficient. It’s a rare alignment of tech muscle, clinical authority, and geopolitical...