Tag: Customer engagement

AI Gets Smarter, But Customers Want More Than Intelligence

According to Twilio’s latest survey, artificial intelligence is transforming customer experiences, but it’s trust and relevance that ultimately drive long-term value. Drawing from over 7,600 consumers and more than 600 business leaders across 18 global markets, the report shows both...

Pfizer develops CX metric for pharma field reps

Every industry needs to develop its own flavour of CX. Some industries are further ahead like retail, banking, telecoms. Other sectors are just starting out, such as construction, engineering, media, or pharma. Within a heavily regulated industry like pharma, any customer...

Capital One makes employee engagement key to CX strategy

Capital One isn’t your usual bank. In fact it doesn’t even think of itself as a bank. It’s more of a technology company that happens to offer banking services. That subtle difference is reflected in its approach to employee and...

AI isn’t enough: trust and human insight still win in CX

The customer experience landscape is rapidly evolving, and new research from Five9’s 2025 Business Leaders Customer Experience Report reveals just how much. Based on insights from the U.S., U.K., and Canada, the report shows that while artificial intelligence is already...

Gen Z wants more than just a bank – they want a brand 

As the battle intensifies between fintech disruptors and traditional banks, new research from Corporate Insight (CI) reveals striking generational differences that are shaping the future of financial services. The report paints a detailed picture of what today’s consumers really want...

IgniteTech acquires Khoros

IgniteTech has acquired Khoros, a platform for digital-first customer engagement. This strategic acquisition highlights IgniteTech’s full transition into an AI-first company, a transformation it achieved in under 10 months.With this move, IgniteTech aims to infuse its AI technologies throughout the...

Mitsubishi Motors Canada introduces AI-powered assistant

Mitsubishi Motors Canada has revamped its online customer journey with the introduction of an AI-powered Intelligent Companion (IC). The virtual assistant provides prospective buyers of the 2025 Outlander a personalised, interactive, 3D guide to the vehicle’s features. “For us it is...

HungerRush boosts efficiency with all-in-one delivery management

HungerRush has announced the rollout of a new integration between its POS (Point of Sale) system and the Grubhub Marketplace. This addition means restaurants using HungerRush can now manage all their Grubhub orders directly through the same system they already...

AI, reviews and accuracy: what today’s local consumers really want

Local search is no longer a casual habit—it’s a constant in the daily routines of U.S. consumers. According to Rio SEO’s latest study, 84% of Americans now search online for local businesses every day. The report shows a sharp evolution...

Elevating Customer Experience: The Strategic Role of AI

AI is redefining the way contact centres serve customers. Tasks that once relied on long wait times and manual processes can now be handled in real time through intelligent automation, predictive analytics, and natural language understanding.AI is more than just...