Category: Customer Experience

Calabrio Advances AI That Understands Empathy in Patient Care

Calabrio has announced a major expansion of its CareAI healthcare initiative, a project that harnesses generative AI (GenAI) to streamline patient care, reduce wait times, and address staffing gaps. This move will result in a faster, more compassionate healthcare experience...

Privacy Is the New Loyalty Programme

As artificial intelligence becomes a bigger part of everyday life, the public’s relationship with data is shifting from passive acceptance to active scrutiny. In 2025, trust is no longer a compliance box to tick. A new survey of 10,000 frequent internet...

AI Adoption Is Rising, But the Consumer Trust Gap Widens

A new joint report from HubSpot and SurveyMonkey reveals a widening disconnect between how quickly businesses are adopting artificial intelligence (AI) and how cautiously consumers are embracing it. The findings highlight four tensions shaping today’s AI landscape: rapid business integration...

What Are CX Leaders Really Measuring?

In the Gulf, CX leaders are measuring success differently. They rely less on proving immediate ROI and more on refining customer loyalty scores, streamlining journeys, and building new feedback engines. While Western markets are under pressure to justify every CX investment...

AI Can Answer Faster. But Can It Care?

Artificial intelligence is making customer service faster, cheaper, and more efficient, at least from the company’s perspective. However, according to Verizon’s latest CX Annual Insights report, speed isn’t the same as satisfaction. The study reveals a clear gap between the...

Tariff-Proof Your Business

Faced with an unpredictable economic environment led by frequently changing US policies, executives must navigate a landscape riddled with volatility. Tariffs, rising supply costs, and squeezed margins threaten growth. Shareholders, employees and customers demand clarity on how leadership will weather...

The New Holiday Shopping Calendar: Starts in Summer, Powered by AI

Holiday shopping is stretching far beyond the Black Friday Cyber Monday (BFCM) weekend, and artificial intelligence is now playing a starring role in how consumers browse, compare, and buy. According to Klaviyo’s survey, over half (54%) plan to use AI...

8×8 Launches Social Connect to Turn Online Comments into Instant Sales

8×8 has rolled out 8×8 Social Connect, a tool built to convert social engagement into transactions while keeping brand reputation intact. Instead of treating social posts as marketing collateral alone, Social Connect monitors platforms in real time, spotting comments that signal...

UK Retailers Must Work Smarter to Deliver More Relevant Communications

It will come as no surprise to most British shoppers that research shows around 60% of consumers find communications from their retailers irrelevant. The Retail Economics Report 2024 from global cloud communications platform Infobip and economic research consultancy Retail Economics,...

NiCE and Salesforce Bring Real-Time AI Orchestration to Customer Service

NICE and Salesforce have expanded their partnership to deliver seamless, AI-powered customer experiences through deeper integration between NICE CXone Mpower and Salesforce Service Cloud. Building on their 2022 launch of Bring Your Own Telephony with Salesforce Service Cloud Voice, the two...