Tag: Artificial Intelligence

This Week in CX: Late Payments, Lousy Loyalty, and CX Gold

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the bold, the surprising, and the overdue in customer experience – from Wizz Air’s “pay to stay behind” strategy and the UK’s instant payment...

Over 50% of Customers Want AI to Talk for Them, Says Gartner

By 2028, customer service will look drastically different, and the shift is already underway. According to a recent Gartner survey, 51% of customers say they’d be happy to let a GenAI assistant handle support interactions on their behalf. That’s not...

Hotel Staff and Travel Agents Just Got AI Teammates, Meet Talkdesk Experience Clouds 

Talkdesk is stepping up to meet the chaos and complexity of modern travel and hospitality by launching two industry-specific solutions: Talkdesk Travel Experience Cloud and Talkdesk Hospitality Experience Cloud. These new platforms are designed to tackle some of the most...

AI Agents Are Growing Fast, And Salesforce’s Agentforce 3 Keeps Them in Check

Salesforce has introduced Agentforce 3, an upgrade to its digital labour platform, aimed at helping enterprises deploy, manage, and scale AI agents with unprecedented control and visibility. With over 8,000 customers adopting the platform and AI agent usage increasing by...

From Chaos to Clarity: Infosys and Adobe Are Powering Next-Gen Marketing

Infosys and Adobe have joined forces to transform how brands engage, serve, and grow their customer bases. The alliance will combine Infosys’ AI-amplified marketing suite, Infosys Aster, with Adobe’s content and experience platforms to deliver real-time, personalised, and scalable marketing...

Liferay’s Customer Summit Shows the Power of Personalisation

Liferay’s digital experience platform powers a growing number of global businesses, and European customers flocked to WeWork at Waterloo in central London for the Liferay Customer Experience Summit 2025. The event flung together digital leaders, developers, and customer experience professionals...

Would You Fully Trust an AI with Your Customer Service? Cognizant Thinks You Should

Cognizant has joined forces with Google Cloud to introduce Cognizant Autonomous Customer Engagement—a fully AI-led contact centre platform designed to reshape how companies interact with customers. The solution aims to create hyper-personalised, responsive experiences across every step of the customer...

Why Are Brits Late to the Instant Payment Party?

Despite the rise of instant digital payments around the world, new research from FICO reveals that UK consumers are trailing their European neighbours in the use of real-time payments (RTP). While a solid 79% of UK respondents reported having sent...

AI Fatigue? Workers Say Tools Aren’t Living Up to the Hype

The latest report by GoTo sheds light on how artificial intelligence is being used in the workplace—and where the disconnects lie. Based on a survey of 2,500 employees and IT leaders worldwide, The Pulse of Work in 2025: Trends, Truths,...

Deloitte Launches Agentic AI Blueprint to Help Telcos Unlock $150B

Deloitte has launched a new Agentic AI Blueprint aimed at helping telecom companies unlock up to $150 billion in value over the next five years through advanced automation and intelligent systems.Designed to move telcos past the pilot stage and into...