Category: Customer Experience

Broadvoice unveils AI tool to deliver deep post-call insights

Broadvoice | GoContact has introduced Post-Call AI, an advanced feature designed to enhance service quality and customer satisfaction by analysing every interaction. Integrated into the GoContact CCaaS platform, the tool uses AI-driven sentiment analysis, automated summaries, and data-rich transcripts to...

Americans delay life goals as inflation takes its toll

Sticker shock at the checkout? You’re not alone. A staggering 76% of Americans are slashing spending in response to stubbornly high prices, according to Wells Fargo’s latest Money Study. That’s up from 67% last year, and the financial squeeze is...

Luxury shoppers still spending but want AI to read their minds

High-end shoppers may be feeling jittery about the economy, but they’re not putting their wallets away just yet. Saks Global’s latest Luxury Pulse survey reveals that while confidence in the economy is slipping, most luxury consumers plan to maintain or even...

The future of digital marketing in Europe

Emarketer’s latest report, The Future of Digital: Europe, offers an in-depth investigation into the region. It provides a deep dive into Europe’s deeply diverse digital marketing economies, segmenting and identifying key regional developments with projections. With marketing and advertising a...

Apple’s $500 billion investment to boost U.S. innovation and jobs

Apple has announced its most significant financial commitment yet, pledging to invest over $500 billion in the U.S. over the next four years. This investment will focus on artificial intelligence, silicon engineering, advanced manufacturing, and workforce development. “We are bullish on...

Salesforce and Google’s new power move to transform the AI contact centre game

Salesforce and Google are shaking up the AI game with a major partnership expansion, giving businesses more firepower to build next-gen customer service agents. The move brings Google’s powerhouse Gemini AI to Salesforce’s Agentforce, allowing agents to process images, audio,...

Zendesk acquires Local Measure to boost AI voice features

Zendesk is turning up the volume in the AI-powered customer service space with its latest acquisition: Local Measure, a specialist in cloud contact centre solutions and a long-time Amazon Web Services (AWS) partner. The move, expected to close in May...

Companies splurge on the wrong tools while workers struggle, new report reveals

New research reveals a shocking disconnect between corporate tech spending and what employees actually need, putting productivity and morale on the line. Companies are pouring money into technology, but according to Diversified’s latest survey, they’re failing to invest in the tools...

The holiday return flood: 65% of shoppers sending gifts back

According to a recent Akeneo report, nearly two-thirds (65%) of consumers returned or exchanged a holiday purchase this year, with the majority (65%) preferring to return in-store rather than ship products back. This shows a growing consumer awareness of sustainability,...

New Typeform release streamlines data collection and analysis

Typeform has introduced its Winter ’25 release, expanding its AI capabilities to enhance every stage of the data collection process. With updates to Creator AI, Interaction AI, and Insights AI, the platform now enables businesses to generate more effective forms,...