Category: Customer Experience

Agentic AI among the top trends set to dominate 2025

Artificial intelligence is entering a new phase of rapid growth, with technologies like agentic AI and enterprise-scale automation set to transform industries in 2025. A new report from Frost & Sullivan reveals the top 10 AI-driven opportunities that will shape...

VergeSense unveils Infinity, an AI-powered sensor that tracks every inch of your office

Occupancy intelligence provider VergeSense has launched Infinity, an AI-powered occupancy sensor designed to monitor office spaces with extreme precision. With a decade of battery life, real-time space tracking, and a carbon footprint 25 times lower than traditional sensors, it promises...

Bruce Temkin wants to create human-centric organisations

Making money and delivering growth are at the core of modern business leadership. Deliver these two things, and the rest will take care of itself. In the late ‘90s things started to slowly change. Organisations became more aware of the...

The reality of customer experience in hospitality

For decades, the hospitality industry has promised guests a seamless, personalised experience, recognising that people choose hotels to relax, not to face additional stress from poor service. But, achieving consistency across thousands of hotels — many with different owners and varying...

Organisations building CX on poor foundations warns consultant

Organisations are missing the human ingredient when planning their customer experience strategies. Too many CX plans are based on flawed customer personas, which are detached from ‘human’ reality. Current CX strategies are being built “on poor foundations”, David Wales, CX consultant...

Sky making 2,000 UK contact centre workers redundant as all-AI CX looms

Sky’s commercial business across TV content, broadband and mobile continues to pop out all sorts of exciting news. This week saw it start to dabble in the digital shorts market (a massive trend in Asia) that could change viewing habits...

Telecom Egypt taps Truecaller to combat unwanted calls

Telecom Egypt, the nation’s primary telecommunications provider, has partnered with Truecaller, the global frontrunner in caller ID and spam protection, to elevate user experiences through enhanced security and personalisation. In today’s world, where uncertainty looms over answering unknown calls, businesses are...

Retail bank customer satisfaction defies gloomy economic forecast, survey shows

The banking sector faces unprecedented challenges in an era marked by economic uncertainty and shifting consumer priorities. In a surprising twist, retail bank customer satisfaction has surged, defying the gloomy economic forecast that has seen consumer financial health, total deposits,...

Smart glasses to drive the AI consumer experience

AI might be all the rage, but for consumers, the benefit is hampered in the real world by a lack of visibility into our environment, something that smart glasses could solve. Few of us are willing to roam the streets...

EasyPark puts AI in the driver’s seat with Google Cloud deal

EasyPark Group, a provider of digital parking and mobility solutions, is upping its AI ambitions by striking a major partnership with Google Cloud to fuel its global expansion and enhance operational efficiency. The firm is dedicated to simplifying urban mobility,...