Tag: Customer engagement

Formula E adds AI Stats Centre to boost fan interest

The world of motorsports has a massive global fan base, led by Formula One, NASCAR and MotoGP. That explains why many newcomer racing series continue to enter the market, trying to capture fans with digital experiences. One of the more...

Unlocking the Future of CX: Grant Thornton’s Innovative Use of AI

Since joining Grant Thornton seven years ago, Shaendel Hallett has been on a journey to reposition the value of client feedback, replacing the fear of finding out, with a focus on how the feedback can be used in a positive...

Cyara unveils AI-powered innovations for seamless CX assurance

Cyara has introduced six innovations to enhance and modernise customer interactions across complex digital landscapes. These latest advancements build upon Cyara’s AI Trust capabilities, expanding global testing coverage in over 100 countries and launching the first fully integrated CX Assurance...

Consumer confidence drops sharply: what’s driving the decline?

The Conference Board Consumer Confidence Index fell sharply in March, dropping 7.2 points to 92.9—its lowest level in months. This decline was primarily driven by weakening expectations for future economic conditions. The Expectations Index, which reflects consumers’ short-term outlook for...

Teknosa rolls out personalised, location-based offers to customers

Teknosa, a consumer electronics retailer in Turkiye, is sending out to its customers, based on their location. Launched in November, the service enables the retailer to send a personalised invite via its app or SMS to customers if they are...

8×8 introduces RCS support to elevate customer engagement and omnichannel messaging

8×8 has announced the integration of Rich Communication Services (RCS) into its 8×8 Contact Center. This addition allows businesses to engage customers through highly interactive, two-way messaging, enhancing personalisation and trust in digital communication. 8×8 is also launching RCS Business Messaging...

Study reveals how app crashes wreck consumer trust

An app crashing could be the digital age’s equivalent of a car breaking down on the highway—users are left stranded mid-task, fuming with frustration. A new study reveals just how deep the damage runs, from lost engagement to abandoned platforms...

AI-driven CX: how Medallia is moving beyond surveys to automation

Medallia has unveiled a transformative vision for the future of CX, introducing seven AI-powered tools designed to move enterprises from traditional surveys to real-time automation and action. Announced at Medallia Experience ‘25 in Las Vegas, these advancements aim to transform...

Genesys introduces a new tool to listen to customers on social media

Genesys has officially launched Genesys Cloud Social, a tool that allows organisations to leverage real-time insights from social media to enhance customer engagement. The feature expands the capabilities of the Genesys Cloud platform, enabling businesses to listen to and analyse...

The art of listening to what’s not said: How I learned to detect customer frustration without a complaint

Have you left a restaurant mildly annoyed but still told the waiter it was “fine” before vowing never to return? That’s the quiet churn many businesses face daily, a trend that’s costing them more than they realise. I’ve worked in fast-paced...