Tag: Artificial Intelligence

Zendesk Adds Voice AI and Video Support to Speed Service

Zendesk has introduced major updates to its Resolution Platform, adding voice AI and video support to help service teams work faster and more effectively. The enhancements, announced at the company’s AI Summit, cover customer service, employee support, and contact centre...

Executives Admit Their CX Is ‘Broken’ and Blame It on the Culture

Business leaders may talk endlessly about the power of great customer experience. Yet, few believe they’re getting it right. A new report from WSJ Intelligence and Code and Theory, The Experience Gap: AI’s Imminent Impact on CX, finds that 93%...

Retailers’ Holiday Wish? Enough Staff to Serve the Surge

The tinsel isn’t up yet, but for U.S. retailers, the holiday hustle has already begun, and so has the stress. Store leaders are entering the season hopeful for booming sales but anxious about a challenge that’s becoming as traditional as...

This Week in CX: AI Agents Take the Lead

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how Brits are turning to ChatGPT for their next pint spot, best practices for employee engagement surveys, and the gap between brand trust and...

ServiceNow Puts AI at the Front Door of Work With New Enterprise Interface

ServiceNow has introduced AI Experience, a new multimodal interface designed to bring artificial intelligence directly into the flow of work. Described as a “conversational front door” to enterprise AI, the platform connects people, data, and workflows while embedding governance and...

Sprinklr’s New AI Agents and Copilot Aim to End Clunky Customer Service

Sprinklr has launched AI Agents, Copilot, and enhanced Customer Feedback Management (CFM) capabilities designed to streamline customer service and improve efficiency across the customer journey. The new Sprinklr Copilot acts as a real-time assistant for support teams. Instead of wading through...

Brits Are Turning to ChatGPT for Their Next Pint Spot

Brits are increasingly swapping word-of-mouth for word-of-machine when choosing where to eat or drink. A new report from Reputation and CGA by NIQ shows that AI tools like ChatGPT are now a go-to source for hospitality recommendations, on par with...

This Week in CX: Where AI, Gen Z, and Trust Collide

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored agentic AI in CX, Gen Z putting life on hold for financial security, smarter employee listening strategies, and how AI-powered verification is boosting trust...

AI Pushes IT Out of the Shadows and Into the Driver’s Seat, Says Zendesk

For years, employees braced themselves before contacting IT, dreading long wait times, repetitive questions, and the chance their problem wouldn’t be solved quickly. Zendesk’s latest IT Report suggests those days may be numbered. Artificial intelligence is moving IT leaders into...

AI Blind Spots: 85% of Enterprises Fear They Have Just 18 Months to Catch Up

Enterprises are racing headfirst into artificial intelligence. By the end of 2025, AI investments are expected to hit $644 billion, yet the business case for these massive bets remains shaky. According to the Larridin 2025 State of Enterprise AI Report,...