Customer engagement

8×8 Engage Globally Available for Frontline Teams, Following Positive Uptake

8×8 has expanded the general availability of its Engage platform for frontline teams across all of its channels and channel partners worldwide. The customer experience platform provider also pointed to strong early adoption figures, which are going hand in hand...

NHS Patient Experience – ‘Let People Know What They are Waiting For’

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Privacy-First Data-Driven Engagement: Getting More Engagement Without Crossing the Line

You probably don’t need convincing that data-driven engagement matters. It’s the difference between engagement that runs on gut feel and engagement you can actually explain when someone asks why it happened. When companies don’t use data well, you see the ripples constantly....

Micro-Moment Engagement: The Seconds That Make or Break Customer Experience

For all the work companies keep doing in “customer engagement”, most still forget one important truth. Relationships aren’t built on one exciting moment. They’re nurtured. That’s why Micro-moment engagement has become the real job. Not “being everywhere.” Being useful right when...

Salesforce Drives Engagement with Formula 1’s 827 Million Fans

Formula 1 has long been one of the world’s most-watched sports, but keeping 827 million global fans engaged is no small challenge. A new AI-powered tool, built on Salesforce’s Agentforce platform, is being deployed by the sport to do just...

How to Design a Winning Customer Engagement Strategy When Attention is Maxed Out

Companies have an odd view of what “customer engagement” actually means. Keeping customers “engaged” tends to be something that gets bundled in with marketing strategies or sales initiatives. Realistically, your customer engagement strategy influences the whole journey. Buyers forget pretty quickly...

RCS Is Turning Brand Texts into Something Consumers Actually Want

RCS messaging is becoming a preferred communication channel as consumers show growing interest in receiving text messages from brands. New research from Vibes, a mobile engagement platform, shows that customers are not only opting into more brand messaging but also expecting...

Social Media Isn’t Fun Anymore. What Does That Mean for Brands?

Social media is no longer the guaranteed engagement engine it once was. Sure, many (usually younger) people are still using it to discover and buy things, but the initial thrill social media offered before has faded. New research from GWI for...

8×8 Makes the Case for Frictionless CX at Contact Centre Expo

At this year’s Contact Centre Expo in London, 8×8 began by laying out a simple premise: customers expect conversations that carry across channels seamlessly, without losing context or momentum. The session, “Frictionless by Design: Modernising Customer Experience with CPaaS”, was led...

The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency

In October 2025, thousands of contact centers faced a real nightmare head-on. Phones rang, dashboards froze, chatbots blinked out, all because somewhere, deep inside a hyperscaler’s data center, a DNS misfire took the world down with it. The October 2025...

RCS in CX: How RCS Business Messaging Pays Off for Customer Experience Leaders

Remember when texting a company felt like sending a note into the void? It all started with SMS: short, boxy, but dependable. Somehow, that simple ping became the backbone of customer communication before anyone realized it. Then MMS added pictures. Then...

Achieving True Customer Centricity in 2026: The Playbook for CX-First Brands

A few years ago, customer centricity was something every company claimed to be, but not something most proved. It meant smiling more, sending a survey, maybe adding “customer-first” to your values page. But the game has changed. Today, customer centricity...