Category: Customer Experience

Are you spending over $100 a month on subscriptions? You’re not alone

Streaming and subscription services have become a major monthly expense for many Americans. According to new Bango research, nearly a quarter (23%) of U.S. subscribers spend more than $100 monthly, up to over $1,200 per year on digital services. However,...

Consumers now expect AI interactions, says Five9 CX report

New CX reports are coming out thick and fast recently, with intelligent CX and unified comms specialist Five9 delivering its “2025 Customer Experience Report – Consumer Edition”.Highlights from the report include the rapid adoption of AI across businesses, and its...

AudioCodes expands Live Platform with AI-powered services to boost CX and EX

AudioCodes has expanded its Live platform with a suite of AI-powered value-added services (VAS) designed to enhance customer and employee experiences for enterprises. The initiative enables service providers and channel partners to differentiate their offerings and tap into new revenue...

Genesys and TeKnowledge unite to drive scalable, secure AI-powered CX

Genesys has announced a partnership with TeKnowledge to help organisations worldwide by seamlessly adopting secure, scalable, and flexible AI-first CX solutions, ensuring long-term business success in an increasingly digital world.“Genesys has built a partner model that drives greater value for...

Talkdesk’s always-on service helps customers while humans sleep

In a world where customers expect instant service but businesses stick to traditional hours, Talkdesk is stepping in with a night shift that never clocks out. The global AI-powered CX provider has launched Talkdesk After Hours, an always-on service that...

Consumers say AI could fix customer service but only if companies get it right

Consumers are optimistic about AI’s potential to improve customer service, but only if businesses are able to deliver it right. A new Genesys report shows that 64% of consumers expect AI to enhance both the speed and quality of service...

HMRC adds voice recognition for faster customer service

Last year, we wrote how British tax payers spent around 800 years on hold in total to His Majesty’s Revenue and Customs (HMRC). With the new tax year kicking off soon, the organisation plans to deliver a better service. ...

Visa’s high-tech approach to shutting down scammers 

Visa has introduced a dedicated Scam Disruption practice to detect and stop sophisticated scams before they cause harm. Unlike traditional fraud, scams often involve direct deception, making them personal for victims.The new department, operating under Visa’s Payment Ecosystem Risk and...

Southwest Airlines ends its 60-year-old free checked bag policy

Southwest Airlines has announced it will start charging customers for checked bags, ending its almost 60-year-old policy. Taking effect for flights booked after May 28th, the decision ends decades of the airline’s signature offering which served as a key differentiator...

Salesforce wants to invest $1B in Singapore over next five years

Salesforce has pledged to invest USD $1 billion in Singapore over the next five years, a strategic move aimed at accelerating the nation’s digital transformation and bolstering the adoption of its innovative Agentforce platform. This commitment aligns with Singapore’s National...