Category: Customer Experience

LivePerson Elevates Customer Journeys with Google Cloud’s LLM and AI Tools

LivePerson has announced an expanded partnership with Google Cloud aimed at delivering a new era of intelligent customer experiences. Through this deepened collaboration, LivePerson will integrate Google Cloud’s latest AI technologies, such as Gemini 2.5 and Vertex AI, into its...

RingCentral Contact Center Gets a Boost with NiCE CXone Mpower Integration

RingCentral has announced a multi-year extension of its long-standing alliance with NiCE to deliver integrated, AI-first solutions for businesses looking to modernise and scale their customer experience operations. Under the renewed agreement, RingCentral will continue to provide RingCentral Contact Centre, an...

UK Retailers Look to New Markets as US Tariffs Drive Up Costs

With new US tariffs threatening to make transatlantic trade economically unsustainable, UK retailers are actively changing their international growth plans. According to a new study by ESW and Retail Economics, 76% of UK exporters are diversifying their export focus beyond...

Generative AI: The Smartest Travel Companion of Summer 2025

Generative AI has entered the travel chat, and it’s making waves. According to new Qlik research, many vacationers are embracing generative AI as a trusted travel companion. The findings point to a broader shift in how people make decisions, not...

Bot Voyage! How Bad Bots Are Hijacking the Travel Industry

Imagine planning your dream vacation, only to find prices have mysteriously skyrocketed, flights are suddenly unavailable, and the booking site keeps stalling. The thing is, there’s more to these frustrations than just high demand. Behind the scenes, a silent digital...

EXL Partners with Genesys to Power Smarter, More Predictive Contact Centres

EXL and Genesys have announced a strategic partnership aimed at revolutionising customer engagement by combining EXL’s deep expertise in data and AI with Genesys’ powerful cloud-based experience orchestration platform. The collaboration will help businesses tap into real-time insights and deliver...

How AW Rostamani Turned CX Technology into Tangible Business Value

While many businesses are still trying to align their CX investments with commercial outcomes, AW Rostamani Group has already closed the gap. Its contact centre no longer operates as a support cost. It drives revenue, identifies growth opportunities, and strengthens...

Robots in Aisle 4? Shoppers Aren’t Sold on Retail Tech Yet

A new consumer study from SPAR Group reveals a simple but powerful truth about in-store shopping: if products aren’t available, shoppers won’t stick around. According to the 2025 SPAR Consumer Survey, 74% of shoppers cite product availability as their top...

InMoment Sets New Standard for Customer Engagement With Generative AI for Reviews

InMoment, part of Press Ganey Forsta, has unveiled a new AI Auto Responding feature within its Reputation Management platform. This tool aims to help multi-location businesses streamline how they manage online customer reviews, saving time while improving personalisation and brand...

Salesforce and ServiceNow Pour $1.5B into Genesys to Advance AI-Driven CX Orchestration

Genesys has announced a $1.5 billion investment from Salesforce and ServiceNow, marking a significant expansion of its long-standing partnerships with both companies. Each investor is contributing an equal share, backing Genesys’s strategy to bring more autonomy and intelligence to customer...