Category: Digital Experience

Study reveals how app crashes wreck consumer trust

An app crashing could be the digital age’s equivalent of a car breaking down on the highway—users are left stranded mid-task, fuming with frustration. A new study reveals just how deep the damage runs, from lost engagement to abandoned platforms...

AI to dominate field service management by 2028, research finds

According to a recent report from Information Services Group (ISG), by 2028, two-thirds of enterprises will rely on AI to oversee field service operations, streamlining on-site support and improving efficiency. The ISG Buyers Guides for Field Service Management highlight a...

Humara AI launch redefines telco digital sales and customer experience

At a gathering of the telco industry’s brightest minds last week, 15gifts’ founder Tom Cox showed off Humara, a powerful Agentic AI, available now. The new sales agent combines an agentic AI with 15 years’ worth of expertise, intuition and...

TTEC unveils digital sales model to transform healthcare CX 

TTEC Holdings has introduced a blended healthcare digital sales model to provide scalable, cost-effective, and highly personalised sales solutions for healthcare organisations.This new model operates on a shared technology platform, allowing healthcare providers to optimise digital sales operations while maintaining...

Smart glasses to drive the AI consumer experience

AI might be all the rage, but for consumers, the benefit is hampered in the real world by a lack of visibility into our environment, something that smart glasses could solve. Few of us are willing to roam the streets...

Cognizant and ServiceNow help mid-market banks cut losses and improve CX

Cognizant has partnered with ServiceNow to introduce an AI-powered dispute management solution tailored for mid-market banks in North America. This Business Process as a Service (BPaaS) offering streamlines the dispute resolution process to enhance efficiency, minimise chargeback losses, and improve...

Business Movers Index sees UK shoppers connecting with tech-savvy stores

As 77% of Brits use tech to extend their in-person shopping, new insights from the Virgin Media O2 Business Movers Index shows shops undergoing a digital makeover.Looking to buck the depressed high street trend and boost customer experience, 42% of...

Forethought delivers human-like AI voice support

Forethought has announced Forethought Voice, expanding its AI-powered platform to include seamless voice interactions. This latest innovation enables fully autonomous customer service across phone, chat, email, and SMS without relying on complex decision trees or human oversight.“Agentic AI can now...

52% of leaders prioritise AI for CX efficiency, while 42% focus on cost & satisfaction

A recent study commissioned by Avaya and Forrester Consulting highlights AI’s growing influence on customer experience (CX). According to the findings, 52% of business leaders prioritise AI to boost customer support efficiency, while 42% see cost reduction and improved satisfaction...

Maximus enhances government services with AI-powered customer experience   

Maximus has integrated Salesforce’s Agentforce into its Total Experience Management (TXM) platform to revolutionise public sector customer service. TXM, launched in 2024, is a cloud-based suite that aims to enhance agency missions and streamline government service delivery through advanced AI...