Category: Customer Experience

Authenticx launches AI to fix healthcare contact centre issues

Authenticx has unleashed a new AI-powered quality management system, designed to shake up contact centre operations with a laser focus on healthcare.Instead of relying on slow, subjective human evaluations, this system uses an MoE (Mixture of Experts) machine learning model,...

ALDI turns to AI to write product descriptions

ALDI is letting artificial intelligence do the talking, at least when it comes to its online product descriptions. The discount grocer has partnered with Digital Wave Technology to automate and enhance its digital product copy, aiming to improve accuracy, boost...

Email isn’t dead—but bad email strategy could be killing engagement

Acoustic has released its 2025 Marketing Benchmark Report: Measure How You Stack Up and Learn Tips to Improve Your Strategy. This report offers an in-depth analysis of current trends in email marketing, automation, and personalisation. It emphasises email’s continued dominance...

Are CDPs the new prince charming of DCX?

In the early days of the digital, everything was simple. We managed our work with websites, basic customer information, and a few marketing tools. But like all fairy tales, this one came to an end. Over time, business got more...

Survey: A customer-first approach and AI adoption drive CX improvements

A 2025 survey of CX Leaders, Trends & Insights: Corporate Edition, highlights the benefits of investing in focused customer experience efforts. It shows off the current state of CX and the road ahead based on CX leaders’ efforts and ambitions....

Wayward compass: How silos lead to customer confusion and lost revenue

Silos are like walled-off islands within an organization—separate, isolated, and often resistant to change. While they may serve as capable ecosystems for specific teams or departments, they also stifle financial growth, slow down decision-making, and create inefficiencies that ripple across...

GoTo shifts gears with new AI-powered platform for car dealerships

GoTo has introduced GoTo Connect for Automotive, an AI-driven communications platform tailored specifically for car dealerships. The platform aims to enhance customer interactions and support dealerships in driving growth through improved sales and customer loyalty.With less than one-third of dealerships...

Banks in a bind: Card experience fails to win customer loyalty

It’s no secret that the banking industry is in a customer experience crisis. Adding to the challenge, retail banks are having difficulty retaining customers, according to a new Capgemini report. Over 70% of cardholders are indifferent or dissatisfied with their...

International Customer Experience Awards opens for entries on 1st April

The International Customer Experience Awards (ICXA) returns to London in November 2025. Entries for the global celebration of CX open on 1st April.“It’s fantastic to be able to bring the international CX community together at one event,” said Neil Skehel,...

ServiceNow scoops up Moveworks for $2.85B

ServiceNow has announced its acquisition of AI-driven workplace automation platform Moveworks for $2.85 billion, combining forces to enhance AI capabilities across the workplace. The move aims to integrate ServiceNow’s advanced agentic AI with Moveworks’ user-friendly AI assistant and enterprise search...