Category: Customer Experience

8×8: “AI is a Thought Partner, Not a Thought Leader”

Artificial intelligence may be the fastest-adopted technology in history, but Joel Neeb, Chief Transformation and Business Operations Officer at 8×8, wants businesses to slow down long enough to consider how they use it. “AI is a thought partner, not a thought...

China Bringing AI to Robotics Ahead of the Retail Robo-CX Era

Whether we like it or not, robots are flooding the workplace. Swiftly moving from the factory and hospitals, to retail environments and beyond. From a CX perspective and as consumers, we all need to prepare and consider how they will...

CDP vs CRM – How to Choose the Right Platform for CX Success

When it comes to customer experience, most companies aren’t short on data. The problem is that data is often scattered. Marketing sees one slice of customer data, sales another, service teams a third. No wonder journeys feel disconnected. A Harvard...

Vague Delivery Dates Push Customers to Abandon Carts

Retailers may be sabotaging their own sales by sticking with outdated delivery practices that no longer match how consumers shop online, according to a new behavioural study on e-commerce logistics by OnTrac. The report, titled The State of Speed, shows that...

IntelePeer and Waterfield Bring AI-Powered CX to Enterprises Without Disruption

IntelePeer has entered into a strategic partnership with Waterfield Tech to enable enterprises to modernise customer engagement more quickly and with less risk, regardless of whether their contact centres run on-premises, in the cloud, or in hybrid environments. By combining IntelePeer’s...

Press Ganey Forsta Unveils AI-Powered Experience Platform for Insurers

Press Ganey Forsta has unveiled Insurance HX, a purpose-built platform designed to revolutionise how insurers listen to, understand, and respond to customers across their entire journey. This new solution is engineered to give insurance providers a sharper competitive edge by...

Four Times More Likely: Engaged Health Plan Members Drive Lasting Loyalty

A new insights report from Press Ganey uncovers the outsized impact of member engagement in health insurance. According to the findings, members who feel engaged are four times more likely to report positive experiences, 3.5 times more likely to recommend...

Hubspot Adds New Customer Support and Experience Agents

Hubspot’s INBOUND event is rolling on right now in San Francisco, with the usual keynotes, back-slapping and new features. Among the key news for the CX world, a number of new AI assistants are being rolled out in Breeze to...

The State of CX in Europe: What Businesses Need to Know to Deliver Excellent Experiences

In today’s hyper-competitive business environment, customer experience (CX) is no longer a ‘nice to have’ – it’s a critical differentiator across Europe. Consumers are clear about what they expect from the brands they engage with: fast, seamless, and personalised service...

Virgin Atlantic Taps Infobip to Deliver Frictionless Passenger Journeys

Virgin Atlantic has partnered with Infobip to enhance the check-in process for passengers travelling from London Heathrow, making it smoother and more efficient. Using Infobip’s Moments engagement platform, the airline is driving up online check-in rates while easing pressure on...