Category: Digital Experience

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...

Fujitsu brings FICO’s advanced analytics to Japan, expanding digital finance 

Fujitsu Limited has joined forces with FICO to introduce FICO’s solutions to the Japanese financial market, with ambitions to expand further into other regions. Starting in July 2025, Fujitsu will integrate FICO Platform’s Omni-Channel Engagement Capabilities into Japan’s financial institutions...

The changing scene for brick-and-mortar stores: Why modernisation is key for brands

The role of brick-and-mortar stores has rapidly evolved over the past few years. Despite the speed and convenience of online retail, people still crave the in-store experience. Visiting physical stores allows customers to ask questions, seek support and browse products. However,...

Stravito AI breaks language barriers, speeds up global research

Stravito has introduced three enhancements to Stravito Assistant: Focus Mode, Snapshots, and multilingual support. These innovations streamline workflows, reduce the time spent searching for insights, and allow teams to focus on data-driven decision-making. Thor Olof Philogène, founder and CEO at Stravito,...

IT vs Marketing compromising user experience decisions

The split between IT, marketing and customer-facing roles continues to rear its ugly head. Stats from Storyblok show that only 30% of IT leaders involve their marketing teams in user experience decisions. Those choices impact the customer experience, resulting in...

Call centre agents: Saving lives and building careers, busting contact centre myths

There’s a common image of a call centre as battery a farm for overworked keen young things, following the scripts to earn a modest crust. That image may include fielding hundreds of phone enquiries each day, dealing with difficult issues,...