Tag: Artificial Intelligence

Klarna rethinks AI push, rehires humans after automation stumbles

After loudly downsizing its customer support team in the name of AI efficiency, Klarna is backpedalling. The Swedish fintech is once again hiring human agents, admitting that its AI-first strategy delivered cost savings, but at the expense of service quality.CEO...

Optimizely’s AI doesn’t just assist, it executes

Optimizely has unveiled a major evolution of its AI engine, Opal, branding it not as a passive assistant, but as an active operator embedded across its digital experience platform.The upgrade introduces specialised agents, orchestrated workflows, and a new user interface...

NICE and ServiceNow forge AI alliance to eliminate service silos 

At Knowledge 2025, ServiceNow’s flagship event, NICE unveiled a new partnership with ServiceNow to reimagine customer service through complete automation. This collaboration combines NICE’s advanced AI customer service automation with ServiceNow’s AI-powered enterprise workflow platform to create a holistic, integrated...

HubSpot expands Breeze Customer Agent across entire platform

HubSpot has revealed a major expansion of its AI strategy by announcing that Breeze Customer Agent, one of its most advanced AI agents, will be available to all Pro and Enterprise customers starting June 2, 2025. This rollout spans every...

How AI-enabled loyalty programmes are transforming customer engagement

Loyalty programme enrolment has been increasing in recent years. At first glance, this looks like a positive trend for brands. But dig a little deeper, and it becomes clear that the growth in membership isn’t necessarily translating into deeper engagement.According...

This week in CX: major moves in food delivery and customer loyalty

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored key developments, including DoorDash’s £2.9 billion acquisition of Deliveroo, AWS’s move to modernise contact centres, and how few UK firms are prepared for upcoming...

AI is transforming businesses, but what happens to the CX jobs?

Artificial intelligence is changing the competitive landscape at an unprecedented rate. It’s easy to get the impression that if an organisation isn’t using AI, it is already falling behind. And that may well be true.A survey by Medallia claims that...

TELUS Digital & Sumsub partner to combat AI-era fraud and meet global compliance demands

TELUS Digital Experience (TELUS Digital) has expanded its collaboration with Sumsub, bringing Sumsub’s robust identity verification and compliance tools to TELUS Digital’s enterprise clients across sectors where trust and regulatory precision are paramount.Having integrated Sumsub into its internal operations since...

Talkdesk Express provides small businesses with big-league customer service tools

Talkdesk has introduced Talkdesk Express, a solution tailored specifically for small businesses. Designed to remove the traditional roadblocks of cost and complexity, Talkdesk Express enables smaller teams to deliver customer service that rivals even the largest enterprises, without the overhead.According...

Infobip powers new digital pit lane for Haas F1 fans

The MoneyGram Haas F1 Team has signed a multi-year deal with cloud communications giant Infobip, aiming to turn the traditional race-day experience into something far more interactive: think real-time chats, personalised updates, and AI-fueled insights delivered straight to fans’ phones.Unveiled...