Category: Customer Experience

Taking flight: navigating the complexities of modern airport customer experience

In the fast-paced world of air travel, customer experience can make all the difference between a stressful journey and a seamless adventure.“We take away the stress… we look after them from curb to wing,” Suzanne Tormey, operations manager at Dublin...

What really matters when choosing a BPO provider?

Ah, the great BPO debate. Every CX leader has had it at some point: Should we outsource? And if so, who do we trust with our customers?Most companies start with the same approach: comparing hourly rates like they’re shopping for...

NICE ends customer service silos with CXone Mpower Orchestrator

NICE has introduced CXone Mpower Orchestrator, a unified automation solution for customer service. Announced at Enterprise Connect, the platform seamlessly integrates virtual agents, live agents, and back-office workflows within a single AI-powered ecosystem.“CXone Mpower Orchestrator changes the game—eliminating silos, unifying...

The pros and cons of the CX consulting life, from experts

For customer experience experts, consulting can feel like the call of the wild. A way to put all your experience into use and reap all the rewards. It also offers a way to see true recognition of your efforts. To...

Kore.ai launches an agent platform to change how businesses make and manage AI agents

Kore.ai has officially launched its Agent Platform, a sophisticated solution designed to transform how businesses build, deploy, and manage AI agents. The platform allows businesses to create multi-agent applications that enhance customer experiences and streamline complex business processes.Built on a...

Fast fashion retailer Forever 21 files for bankruptcy, blames Temu and Shein

Fast fashion retailer Forever 21 has filed for bankruptcy protection for the second time in six years, citing fierce competition from Shein and Temu as key culprits in its demise. The retailer’s operating company, F21 OpCo, has announced plans to...

Talkdesk redefines customer experience with emotionally aware AI agents for voice

Talkdeskis revolutionising self-service interactions with the launch of Talkdesk AI Agents for voice. This tool leverages agentic AI automation to deliver dynamic, human-like conversations that redefine what companies can offer and what customers should expect in self-service engagements.Using advanced AI,...

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...