Category: Customer Experience

Zendesk Relate: AI CX agents the talk of the show

Zendesk’s Relate shindig is in full swing over in Las Vegas. Following in the footsteps of pretty much every service company, it has rolled out a fresh collection of AI agents and features to support users of the company’s new...

Meet Mercedes Benz robot Apollo: Rise of the factory machines

While we furiously try to keep up with the news on the massive number of AI agents across HR, EX and customer experience services. Don’t think we haven’t noticed the growing number of metallic machines appearing in factories and production...

Is Acxiom’s Compliance Accelerator cutting through red tape or just more red tape?

Marketers in regulated industries have a new tool in their arsenal—Acxiom’s Compliance Accelerator—a solution promising to speed up content approval processes without sacrificing compliance. But will it truly revolutionise content production, or just add another layer of bureaucracy?For marketing teams...

AI-driven CX: how Medallia is moving beyond surveys to automation

Medallia has unveiled a transformative vision for the future of CX, introducing seven AI-powered tools designed to move enterprises from traditional surveys to real-time automation and action. Announced at Medallia Experience ‘25 in Las Vegas, these advancements aim to transform...

HungerRush’s new auto-reply feature keeps restaurants guest feeback flowing

HungerRush is pushing AI deeper into restaurant operations with its latest feature, AI Reply, designed to help restaurants manage guest feedback without manual effort.Integrated into the HungerRush Feedback tool, AI Reply generates instant, professional responses that align with a restaurant’s...

98% of contact centres use AI, but 61% face harder conversations

While AI is becoming a staple in almost every contact centre, many leaders are finding that customer interactions are becoming increasingly complex and challenging to navigate. In a new research report, the 2025 State of the Contact Center from Calabrio,...

NICE and Deloitte Digital boost customer service with AI and automation

NICE has partnered with Deloitte Digital to transform customer service through end-to-end AI and service automation solutions. This collaboration focused on elevating customer service as a key business differentiator by enhancing interactions with advanced, AI-driven capabilities.“Our clients understand the need...

New survey reveals price hikes won’t break customer loyalty. But there’s a catch

A new global study by UserTesting reveals that brand loyalty does not suffer the consequences of price hikes. On the contrary, customers seem willing to pay more to stay loyal to their favourite brands.The research, which surveyed 4,000 consumers across...

The future of post-purchase: parcelLab brings AI to retailers

parcelLab has introduced AI-powered Post-Purchase Agents at Shoptalk Spring 2025 in Las Vegas, bringing automation and intelligence to retailers’ post-purchase operations. These AI Agents help brands streamline order management, enhance customer interactions, and improve operational efficiency—seamlessly integrating into existing workflows...

Genesys introduces a new tool to listen to customers on social media

Genesys has officially launched Genesys Cloud Social, a tool that allows organisations to leverage real-time insights from social media to enhance customer engagement. The feature expands the capabilities of the Genesys Cloud platform, enabling businesses to listen to and analyse...