Category: Customer Experience

Zoom’s new secret weapon? CX analytics startup Joulica joins the solutions ensemble

Video conferencing giant Zoom has teamed up with Joulica, a real-time customer journey analytics provider, in a move set to transform the contact centre space.This partnership means the Zoom Contact Center solution users will gain deep insights into customer interactions,...

Qualtrics’ AI agents are coming for your feedback—and they’re not waiting for permission

Qualtrics has launched AI agents that don’t just analyse feedback—they act on it instantly. Announced ahead of the Qualtrics X4 2025 summit, Experience Agents will step into surveys, product reviews, and online interactions to fix issues in real-time, anticipate customer...

Only 25% of businesses ready to comply with the European Accessibility Act

While some businesses continue to roll back their DEI initiatives, the new provisions of the European Accessibility Act aren’t going anywhere soon. New data from enterprise CMS company Storyblok identifies that only 25% of European businesses are fully prepared to...

CallMiner’s new tool ditches dead-end surveys

Conversation intelligence solutions vendor CallMiner has launched CallMiner Outreach, an AI-powered feedback tool designed to do what traditional surveys can’t—listen.Most businesses still rely on traditional surveys to gauge customer sentiment, but CallMiner’s 2024 CX Landscape Report reveals a major flaw:...

Five9’s AI: what truths are hidden in your customer conversations?

Five9 has introduced Spotlight for Five9 AI Insights to help businesses harness generative AI to analyse customer interaction data. The tool leverages Five9 Genius AI to provide businesses with real-time, actionable insights derived directly from conversation transcripts.The platform’s advanced AI...

Cisco unveils agentic AI solutions for Webex and Contact Center

Cisco is ramping up its agentic AI offering with features to improve the customer and employee experience for businesses through its Webex collaboration services.Webex AI Agent is a new product launching at the end of March. It will improve customer...

What makes people open emails in 2025?

Email remains one of the most powerful communication tools in 2025, with 93% of people checking their inbox daily—and only 6% taking a break from email while on vacation. With billions of emails sent every day, businesses must understand user...

New Persado release promises smarter, faster, and more lucrative emails

The new AI assistant for financial marketers is here. Persado has rolled out Dynamic Email, an AI-powered solution that promises to take the grunt work out of campaign creation and optimisation, offering faster execution, more conversions, and far less operational...

Personetics ushers in an era of cognitive banking

Personetics is set to transform the financial landscape by introducing its innovative approach to cognitive banking. With a focus on AI-driven capabilities, the company aims to enhance customer loyalty and increase sales, fundamentally changing how financial institutions connect with their...

Coveo launches AI tools to tackle enterprise data challenges

Coveo has unveiled three major advancements to enhance AI capabilities for businesses: Coveo for Agentforce, an expanded suite of APIs, and a new Agentic AI Design Partner Program. These innovations aim to address critical challenges that enterprises face with AI...