Customer Experience

AI isn’t enough: trust and human insight still win in CX

The customer experience landscape is rapidly evolving, and new research from Five9’s 2025 Business Leaders Customer Experience Report reveals just how much. Based on insights from the U.S., U.K., and Canada, the report shows that while artificial intelligence is already...

Hold the hold music: AI agent ‘Alli’ takes over at Allina Health

SoundHound AI and Allina Health are putting hold music on notice. The two companies have launched “Alli,” a voice-enabled AI agent designed to overhaul patient engagement at Allina’s Customer Experience Centre, and early results show it’s already changing the game. Powered...

Gen Z wants more than just a bank – they want a brand 

As the battle intensifies between fintech disruptors and traditional banks, new research from Corporate Insight (CI) reveals striking generational differences that are shaping the future of financial services. The report paints a detailed picture of what today’s consumers really want...

HSBC puts CX strategy at the heart of global operations

Intensified competition, skyrocketing client expectations and mounting cost pressures has pushed retail banks to reassess customer experience (CX). HSBC is no different. Since 2022, the bank has been building a customer first culture, overhauling how it measures CX and re-examining its...

IPI brings PCI compliance tools to global markets through new QPC partnership

IPI, the UK-based contact centre solutions provider, has signed a new partnership with QPC, extending the international reach of its Cloud PCI Suite. QPC’s clients worldwide will now have access to two core modules from the suite — Pauseable and...

The influencer economy is running out of trust

Influencer marketing has become one of the most powerful tools in the brand playbook, reshaping everything from product launches to customer loyalty. While the content keeps flowing, a new report suggests something more critical is drying up: trust. A new study...

Survival of the friendliest: how AI and partnerships are key to great CX

Much is made of the survival of the fittest in business, but when it comes to customer experience, friendliness is the key differentiator. Paul Holden, CallTower’s VP of EMEA sales explains why customers demand friendliness, and how businesses can use...

Adidas data breach exposes customer contact info via third-party vendor

Adidas has confirmed a data breach after attackers accessed customer information held by a third-party service provider used for handling support inquiries. The breach, disclosed on May 23, affects individuals who previously contacted the company’s customer helpdesk, though Adidas insists that...

85% of go-to-market teams say they’re aligned while silently pulling in opposite directions

New survey data from Mural reveals a troubling truth: Go-to-market (GTM) teams are confident in their collaboration, but that confidence may be dangerously misplaced. According to Mural’s 2025 Global Go-to-Market Alignment Gap Index, 85% of sales, marketing, and R&D professionals say...

Invoca acquires Symbl.ai to integrate agentic AI across the buyer journey

Invoca is taking a big leap into agentic AI with the acquisition of Symbl.ai, a move that could transform how brands orchestrate the customer experience across digital, voice, and messaging channels. The deal brings Symbl.ai’s advanced language models and multi-agent orchestration...

Compliance as the backbone of AI-powered chatbots in customer service

You’ve likely interfaced with an AI chatbot in a customer service setting. In fact, it’ll likely become more common as the AI call centre industry is expected to reach $4.1 billion by 2027. While AI chatbots provide time and cost...

Cegeka picks Talkdesk to power next-gen AI-driven customer experience

Talkdesk has announced a new partnership with Cegeka, an international IT services provider. The collaboration will see Cegeka adopt the Talkdesk CX Cloud platform to transform its customer support operations with cloud and AI capabilities. By implementing Talkdesk’s modern CX technology,...