Tag: Artificial Intelligence

This Week in CX: When AI Delivers, and Institutions Fall Behind

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how AI is reshaping customer experience across sectors, from drive-thru automation and lagging loyalty programs to growing public sector frustrations and the rise of...

SoundHound AI and Acrelec Team Up to Automate Drive-Thrus with Voice AI

SoundHound AI has announced a global partnership with quick-service restaurant (QSR) tech provider Acrelec to roll out fully automated, voice-enabled drive-thru systems.The collaboration combines SoundHound’s Dynamic Drive-Thru voice technology with Acrelec’s content management and digital signage solutions. As a result,...

AI Agents Might Be the Reason Fraud Detection Tools Are Going Blind

The rapid rise of consumer-facing AI agents is undermining the very systems designed to detect online fraud, and most businesses aren’t prepared for what’s coming.Transmit Security’s new report, Blinded by the Agent, reveals that traditional fraud detection technologies are failing...

AI Gains Ground in Purchases but Phone Calls Still Rule for Help

Consumers are warming up to AI in the buyer journey, but they draw the line at losing access to real people, according to new research from Invoca.The B2C Buyer Experience Report 2025, based on a survey of 1,000 consumers making...

This Week in CX: Formulas for Success and Workforce Friction

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how retirement plans are getting reshaped, why is F1 such a big deal, and how can employees actually keep their productivity and heads up...

Is Google Losing Its Grip on How Consumers Discover Brands?

Consumers are choosing other ways to discover brands than using Google. They’re using AI or social media for all types of search – be it information, entertainment or hunting for new brands.A new report from Yext reveals 62% of global...

AI Adoption Is Saving Healthcare Providers Hours Each Day 

A new survey from eClinicalWorks, the cloud-based EHR for ambulatory care, reveals a strong surge in efficiency among providers adopting artificial intelligence in their day-to-day operations. An overwhelming 90% of respondents using AI tools reported noticeable operational improvements, signalling a...

AI Copilots Are Saving Support Teams Thousands of Hours in 2025

According to the 2025 Customer Service Benchmark Report by Freshworks, AI in customer service has become a business-critical tool. The data shows that 32% of customer service practitioners already use AI, while 47% of companies that haven’t yet adopted AI...

Talkdesk Launches UK Regional Cloud to Serve Regulated Industries with Local Hosting

Talkdesk has unveiled its new UK Regional Cloud, giving its customers across the United Kingdom the ability to host their contact centre operations locally, a move designed to strengthen data compliance and enhance customer experience (CX) in the region.“The launch...

Crescendo Integrates Amazon Nova Sonic to Deliver 24/7 AI-Powered Voice Support

Crescendo has unveiled a breakthrough in voice automation. By integrating Amazon’s Nova Sonic foundation model, designed specifically for advanced speech recognition and generation, Crescendo now provides businesses with fully automated, human-like voice support across all customer touchpoints.With this new capability,...