Category: Customer Experience

Great Southern Bank automates customer service with CXone Mpower

NICE has announced that Australia’s Great Southern Bank is advancing its customer service capabilities with CXone Mpower. Great Southern Bank provides various financial products, including credit cards, home loans, and insurance. Focused on delivering customer-first solutions, the bank is moving...

How are millennials shopping this holiday season?

Millennials are rewriting the rules of holiday shopping, ditching big-box stores in favour of small, independent businesses and embracing the ease of online retail. New research from Dentsu shows this tech-savvy and values-driven generation stands out from other age groups,...

Kore.ai launches AI for Work, a platform for search, automation, and collaboration

AI agent solutions provider Kore.ai has announced AI for Work, an innovative platform designed to revolutionise how enterprises use artificial intelligence to streamline workflows, enhance collaboration, and improve efficiency. By integrating secure enterprise search, business workflow automation, and multi-agent orchestration,...

Verint adds a CX/EX scoring bot to its bot suite

Verint has introduced the CX/EX Scoring Bot, an AI-powered tool that delivers real-time customer and employee experience scores. As part of the Verint Agent Copilot Bots suite on the Verint Open Platform, the bot sets itself apart by offering immediate...

Finding humanity in the age of intelligent machines

As artificial intelligence increasingly becomes inseparable from customer interactions, one question looms larger than others: How do businesses preserve the humanity in their service? For Gaurav Passi, founder and CEO of Zingly.ai, the answer isn’t about pitting AI against humans...

Chatbot challenges in the telco industry

As telco providers increasingly rely on digital tools to engage customers, chatbots have become a central feature of their online strategy. However, the limitations of chatbots often lead to customer frustration and lost opportunities.Research from 15gifts claims nearly a quarter...

Citizens First Bank partners with WaveCX to enhance customer engagement

Citizens First Bank has announced a strategic partnership with WaveCX, a digital product engagement solutions for financial institutions vendor, to revolutionise its customer-facing demonstrations and internal training initiatives. This collaboration aims to streamline operations while significantly boosting both employee and...

Gartner reveals top three priorities for CMOs in 2025

Gartner has outlined three critical priorities for Chief Marketing Officers (CMOs) to achieve marketing excellence in 2025. These include transcending disruption, elevating enterprise-wide impact, and maximising marketing yield.Ewan McIntyre, VP Analyst and Chief of Research for Gartner’s Marketing Practice, said...

Twilio Segment and AWS team up to redefine customer personalization 

Twilio has announced the public beta launch of Linked Audiences for Amazon Redshift. This will help Twilio Segment and AWS users create more dynamic, data-rich audiences, enhance customer profiles, and scale personalized marketing efforts.“This builds on our existing Segment and...

Market Harborough Building Society pushes CX to the top of its agenda

Typically, building societies aren’t considered seething hotbeds of change. But Market Harborough Building Society (MHBS) has been shredding stereotypes as it overhauled its company culture and put customer experience at the centre of its business.The catalyst for change was market...