Category: Customer Experience

NICE and AWS transform customer service delivery with AI and cloud
NICE has announced a strategic collaboration agreement (SCA) with Amazon Web Services (AWS) to transform customer service delivery through a combination of AI, cloud computing, and automation. As part of this partnership, NICE’s flagship AI-powered customer experience platform, CXone Mpower,...

Pega Predictable AI Agents transforms risky AI into reliable business workflows
Pegasystems has introduced Pega Predictable AI Agents, a new generation of AI-powered tools designed to give businesses control and transparency when integrating AI into their operations. Unlike many AI systems that rely on unpredictable, prompt-based agents, Pega’s solution prioritises structured,...

Billions are lost in translation due to poor localisation
Localisation can drive hundreds of thousands of dollars in revenue for global companies. Yet, most still don’t know how to do it properly. A new report from Lokalise reveals that 63% of companies say localisation accounts for up to half of...

TaskUs moves to automate CX at scale with new agentic AI partnerships
TaskUs is stepping further into the world of autonomous AI, announcing new partnerships with early-stage platform providers Decagon and Regal to accelerate the use of agentic AI in customer support. The partnerships expand on TaskUs’ recently launched consulting services for agentic...

Forethought debuts first omnichannel agentic AI for CX, raises $25M
Forethought has launched the first-ever multi-agent, omnichannel AI system designed to revolutionise how enterprises engage with customers. This next-generation solution enables businesses to deploy AI agents seamlessly across all communication channels—including chat, email, voice, and SMS—and extend their use beyond...

AI powers fan engagement at Queen’s Club tennis tournament
From the dust of the French Open to the grass of Wimbledon, the tennis season is getting up to full speed. In recent years, tournaments have done more with digital engagement to keep those crowded around the courts in the...

Contentsquare’s new AI knows why your users are dropping off — and what to do about It
Contentsquare has introduced Sense, a suite of AI-driven features that fast-tracks how businesses understand and act on digital customer behaviour. Integrated directly into the Contentsquare platform, Sense aims to remove the bottlenecks in traditional analytics by automating complex analysis, simplifying...

UK retailers embrace WhatsApp and chatbots to improve customer service
British retailers are stepping up their customer service game, with messaging apps like WhatsApp and the growing use of chatbots reshaping how leading brands connect with shoppers. According to new research by CM.com, retailers that integrate WhatsApp into their customer...

8×8 expands presence in Ireland’s CX sector with CCMA gold sponsorship
8×8 is doubling down on its ambitions in Ireland by becoming a gold corporate sponsor of the Customer Contact Management Association (CCMA) Ireland for 2025. The partnership signals more than just brand presence, it’s a bid to cement 8×8’s influence...

Chatty customers? Oracle and Infobip now made it easier to keep up
To keep up with the rising demand for instant, seamless communication, Infobip has deepened its ties with Oracle, promising businesses a faster route to global conversations via channels like WhatsApp, RCS, and SMS. The move centres on a new Omnichannel Messaging...