Category: Customer Experience

UK Customer Experience Awards opens for entries

Neil Skehel, CEO, of Awards International on stage at the UK Customer Experience Awards 2024.The 16th edition of the UK Customer Experience Awards has opened for entries. The annual event will bring together CX consultants and the biggest names in...

Aktif Bank embraces a CX mindset as it expands digital services

In the digital banking sector, where a range of competitive services are a couple of browser clicks away, establishing and growing a customer base requires more than just online functionality.To create a competitive edge, Aktif Bank has spent three years...

Sanas AI changes call centre agent voices for CX clarity

The value of a human call centre agent can never be underestimated for consumer-facing businesses. But a thick accent can damage that experience. French call-centre provider Teleperformance SE has partnered with Sanas, a provider of speech understanding technology, to solve...

Cox Business dials up AI with RingCentral partnership

Cox Business is stepping up its communications game through a new partnership with RingCentral, bringing AI-driven voice, video, chat, and contact center solutions to businesses. The collaboration blends Cox’s high-speed connectivity with RingCentral’s cloud-based platform to create a unified experience...

Talkdesk introduces AI agents to streamline healthcare customer service

Talkdesk has introduced AI Agents for Healthcare, a new artificial intelligence-powered solution designed to automate patient and member interactions. The AI agents aim to streamline healthcare customer service by handling routine inquiries without human intervention, improving accessibility, efficiency, and patient...

Intermedia takes Microsoft Teams archiving to the next level with AI-powered integration

Microsoft Teams users managing conversations across multiple platforms now have a smarter way to keep everything in one place. Intermedia has introduced intelligent archiving for its embedded Microsoft Teams solution, making it the first to unify Teams, unified communications, contact...

Gen Z’s dirty little secret: They actually like phone calls for customer service

For years, we’ve been told that Gen Z hates phone calls, but a new study suggests otherwise. According to research commissioned by PolyAI, a whopping 86% of Gen Z and younger Millennials prefer calling customer service over using digital-first options,...

Netflix price rise email is a crass CX fail

Last Friday, Netflix sent a “Price update coming soon” email, announcing its latest cost increases to UK customers. The price increase isn’t the issue for many, although customers will always grumble. However, the content and tone of the email seem...

The great CX productivity debate: are we measuring success the wrong way?

Customer experience (CX) teams are obsessed with productivity metrics, but are we tracking the right things? Speed, efficiency and resolution rates dominate performance dashboards, shaping how success is defined. But here’s the real question: Does any of it improve the customer...

Why chat-based shopping is taking over ads

Digital advertising is undergoing a major shake-up, and chat-based shopping is leading the charge. A new study from Smartly and Forrester Consulting reveals that conversational commerce is fast becoming the next big thing in marketing, with 73% of marketers planning...