Category: Customer Experience

Top 5 niche skill requirements in a CX or support role

In the world of creative or knowledge-based job descriptions, there can be the odd demand that stands out or seems overly niche. But when it comes to customer experience or support, things can take a turn for the unusual and...

Listen, learn, be inspired: Three women leading the way in business

This International Women’s Day, we’re celebrating women in business by revisiting three insightful podcast episodes featuring female leaders who are driving change in their industries. Sally Allington, CEO and founder of Ethos Farm, built a £34 million consultancy giant from...

Cedar leverages Twilio to enhance patient billing and streamline payments

Cedar has partnered with Twilio to streamline the patient billing experience and reduce the burden on healthcare providers. Integrating Twilio’s advanced communication solutions allows Cedar to have seamless, accessible, and efficient financial interactions. This partnership helps patients navigate medical bills...

Conversational marketing in 2025: the rise of RCS, AI, and WhatsApp

The way businesses communicate with customers is evolving at an unprecedented pace. A new Messaging Trends Report from Infobip highlights a significant shift in messaging strategies, driven by the rapid adoption of Rich Communication Services (RCS) and AI-powered automation. After analysing...

Businesses struggle to find their way in the AI buzz, reveals Sabio

As the excitement surrounding artificial intelligence in customer experience shows no signs of slowing down, many businesses are still grappling with the practicalities of implementing these technologies. This reality was revealed during Sabio Group’s AI Community Day, held on March...

Shoppers are now letting AI do the browsing

More than 60% of consumers now turn to ChatGPT, Gemini, and other AI tools for online shopping, according to new research from Bloomreach. The study of over 1,000 U.S. consumers reveals that AI is not just assisting shoppers—it’s fundamentally changing...

CardFree and SoundHound AI launch first-ever voice ordering and payment system

CardFree, an all-in-one platform that equips merchants with customised order, payment, and loyalty solutions, has announced the launch of a new end-to-end AI ordering and payment solution in collaboration with SoundHound AI. The feature aims to streamline phone-in takeout orders...

Glia partners with fintech provider COCC to transform CX in finance

Glia has partnered with fintech provider COCC to improve customer service for financial institutions. This collaboration will integrate Glia’s ChannelLess communications platform into COCC’s digital banking services, allowing community banks and credit unions to provide seamless interactions across voice and...

Is your CX strategy obsolete? How AI is revolutionising customer insights

The customer experience (CX) landscape is evolving, changing how businesses connect with consumers and redefining expectations at every touchpoint. The rise of AI, the abundance of data across channels, and the increasing expectation that organisations offer personalised omnichannel experiences are...

Gartner says agentic AI will autonomously resolve 80% of routine customer service by 2029

Agentic AI will autonomously resolve 80% of routine customer service issues without human intervention, according to Gartner. The research and consulting firm also predicts this will slash operational costs by 30% and force companies to rethink their entire approach to...