Category: Customer Experience

Infobip Adds Voice to WhatsApp Business, Bridging Messaging and Real-Time Support

Infobip has introduced WhatsApp Business Calling, a new feature that enables companies to make and receive voice calls directly through their WhatsApp Business accounts. With this new capability, businesses can initiate and accept voice calls globally via WhatsApp’s familiar interface, meaning...

Smart TV Ads Take Center Stage in Holiday Shopping, LG Study Finds

Nearly 6 in 10 U.S. Connected TV (CTV) viewers now say that TV ads help guide their holiday purchases, which is a 73% increase from last year. And when it comes to inspiration, 36% say they’ve gotten gift ideas from...

Airship’s New AI Agents Take Over the Tedious Parts of CX

Airship has released a lineup of four AI agents designed to automate the core tasks behind customer experience, like building content, running tests, interpreting results, and staying compliant, all while keeping output on-brand. Mike Herrick, CTO, Airship said: “Our AI Agents...

Personalisation Without Penalties: Staying Compliant in a CX-Led World

The idea that the customer is king has long been a key principle in business for good reason. Consumer satisfaction is imperative for firms looking to build brand loyalty among a base of happy, regular clients.  That satisfaction relies on service...

Reimagining Healthcare CX: The Role of Technology in Elevating Patient Journeys

Healthcare customer experience (CX) refers to the quality of a patient’s journey throughout their medical treatment with various care providers.  A patient interacts with multiple institutions and organizations while receiving healthcare services, such as hospitals, pharmacies, and telehealth companies. The CX...

How Smarter Data Can Transform Customer Experience

Customers move fast. Most feedback systems don’t. And that gap is killing the customer experience. Companies are investing heavily in platforms that promise better insights, but most still struggle to turn feedback into action. The data comes in too late....

Why Business Leaders Keep Overestimating Their CX Game

Business leaders are convinced they’re delivering great customer experiences. Their customers beg to differ. A new global study by Amdocs shows that 80% of executives believe they’re meeting or exceeding customer expectations, yet only 24% of customers agree. The report, based...

AI Takes the Call: PayJunction and Twilio Launch Secure IVR Payment Integration

In a move set to reshape phone payment operations, PayJunction has partnered with Twilio to bring AI-powered Interactive Voice Response (IVR) capabilities directly into PayJunction’s payment ecosystem. This will enable merchants to automate secure phone payments, streamline workflows, and reduce...

Gen X Isn’t Falling for the Hype, They Want Payment Systems They Can Trust

Despite the growing popularity of mobile wallets and digital-first payment solutions, Generation X continues to stick with traditional payment methods, valuing security, reliability, and familiarity above all else. New research from omnichannel payment platform PXP reveals that 49% of Gen...

GCXA Winners SEWA and Sharjah Municipality Launch Automatic Utility Activation for New Tenants

Renting a property in the city of Sharjah is now a much smoother process, thanks to a new digital service introduced by the Sharjah Electricity, Water and Gas Authority (SEWA) in collaboration with Sharjah Municipality. The two entities—both winners at the...