Customer Experience

GoTo Applies AI to Call Handling and Service Scheduling in Auto Dealerships

GoTo is applying AI more directly to one of the most operationally demanding environments in customer experience — auto dealerships. With new updates to GoTo Connect for Automotive, the company is focusing on how dealerships in the US handle calls,...

Hilton’s Apartment Collection Changing Up the Guest Experience

You may have stayed in a Hilton Hotel room or suite. But for many travellers, something larger is a tempting option in the Airbnb era. As home-style trips are the fastest-growing hospitality segment, Hilton is addressing customer needs with the...

ICXA Winner Prologis Turns the Earnings Corner for Warehouse Leasing

Prologis picked up a hatful of gongs last November at the International Customer Experience Awards. The US-based global warehouse leasing firm took home awards for: Best B2B Customer Experience, Best Business Change or Transformation, Best CX in Telecommunications, Transport and...

Medallia and Ada Want Customer Data to Do Something Useful

Medallia and Ada are teaming up to fix one of customer experience’s most persistent frustrations: knowing what’s wrong, but acting on it too slowly. Their new partnership links Medallia’s customer and operational data with Ada’s AI Agents, so insights can...

Vinod Muthukrishnan, Webex’s Customer Experience Guru, Talks Up Concierge AI Agents

Webex by Cisco remains a popular collaboration and unified communications platform. Which makes it a front door for customer support AI, and agents-for-all-workers, rather than the specialist models powering CX, EX, ERP and other platforms. Taking a look inside the world...

How US Brands Turn Customer Experience Into Real Impact

In the US, customer experience increasingly determines whether people stay, switch, or speak up. Consumers are quicker to abandon brands after poor interactions and more likely to share negative experiences publicly, putting real commercial pressure on how companies design and...

Data Reveals Most Support Issues Are Closed But Not Resolved

Customer support systems are excellent at moving things along. Tickets are routed, handled, closed, and archived with impressive efficiency. What happens to the customer once the system moves on is far less certain. New consumer research by Capacity suggests that many...

NiCE Cognigy’s Simulator Enables At-Scale Evaluation of Production-Grade AI Agents

AI Agents are everywhere, with more popping up every day, but trust remains the key issue for the business (legal, compliance and finance) and customers (trust, privacy and transparency). To support validating and testing, NiCE Cognigy’s new Simulator is an...

KPMG and Uniphore Move AI Agents Out of Pilots and into Regulated Industries

KPMG has partnered with Uniphore to develop and deploy AI agents built on industry-specific small language models, with AI being applied in regulated enterprises beyond small-scale trials. The agents will support both internal KPMG teams and client-facing use cases. The collaboration...

CSP Benchmark Report Highlights Telcos’ Growing Use of AI in CX

The latest TM Forum report on mobile networks, communications service providers and the global mobility landscape highlights several areas for CX improvement, as the market looks to return to growth. The report, “Telco revenue growth: is it back to the...

WEF’s Davos 2026 Meeting Kicks Off With All Eyes on Agentic AI

The World Economic Forum’s annual gathering of the political elite, insanely wealthy, many other stakeholders trying to rescue/improve the world kicks off in Davos, Switzerland today. Leading the discussions will be around 100 unicorn founders and technology pioneers. From supply chains...

Retail Fraud Forces Tough Decisions for UK Businesses Ahead of 2026

Fraud is forcing UK retailers to make practical, sometimes painful decisions about how they operate. This can mean closing physical stores, cutting back online services, tightening refund and return policies, or putting planned investments on hold. In the most serious...