Tag: Customer Experience

BambooHR training programme combats Gen Z’s phonophobia

Everybody likes to complain about Generation Z in the workforce. They’ve been maligned for everything from being glued to social media, possessing zero work ethic, and flip-flopping between insane ambition and complete apathy in the space of 30 minutes.But with...

NHS workforce halved, female CEOs face bias, and desk disputes escalate

Desk dispute leads to constructive dismissal payout A senior estate agent won a constructive dismissal case after being assigned a “junior” desk. The tribunal found this desk placement, seen as a demotion, breached workplace laws. Nicholas Walker resigned when told he’d...

Wayward compass: How silos lead to customer confusion and lost revenue

Silos are like walled-off islands within an organization—separate, isolated, and often resistant to change. While they may serve as capable ecosystems for specific teams or departments, they also stifle financial growth, slow down decision-making, and create inefficiencies that ripple across...

Almost 90% of companies are embracing AI in outsourcing

The outsourcing landscape is undergoing a dramatic transformation driven by the rapid integration of artificial intelligence. According to a recent SupportNinja survey, 87% of companies are actively engaged in implementing, testing, or strategising the use of AI to enhance operational...

Algolia’s next-gen AI: search that adapts to your every business need

Algolia has unveiled an advancement in search technology, introducing a suite of AI-driven ranking capabilities designed to revolutionise how businesses optimise search results. This trifecta enables the seamless integration of multiple unique data signals, allowing businesses to achieve various goals...

New report reveals cost and security advantages of on-premise AI

In collaboration with GAI Insights, a new report from Inflection AI challenges conventional wisdom about AI deployment, revealing significant cost, security, and strategic advantages for enterprises that bring AI inference in-house. The study argues that relying solely on cloud-based AI...

Tesco’s trolley scales, hiring bias, and restroom cleanliness: how everyday experiences shape trust

Tesco’s trolley scales spark debate among shoppersTesco is trialling giant trolley scales at a Gateshead store to catch discrepancies in “Scan as you Shop” purchases. While some shoppers find the scales convenient, others liken the experience to airport security, feeling...

Streaming satisfaction holds steady at 72% but churn and subscription fatigue grow

UserTesting’s latest Media & Entertainment Pulse Report highlights evolving consumer behaviours and expectations within the streaming industry. While personalised recommendations continue to satisfy, with 72% overall satisfaction and 75% for male respondents, significant shifts in consumer frustrations and subscription patterns...

Human-like AI comes to phone support with Gladly’s Sidekick

Gladly has launched Sidekick on Voice, a solution bringing personalised, AI-driven support to phone calls. While phone support remains a vital customer channel, current experiences often fall short. Long wait times and impersonal automated systems leave customers frustrated.Traditional ticket-based platforms...

Secure payments, seamless experience: PCI Pal and RingCentral raise the bar

PCI Pal has partnered with RingCentral to transform payment security and customer experience. This strategic partnership directly integrates PCI Pal’s cloud-native payment technologies into RingCentral’s flagship offerings: RingCX, its AI-first contact centre solution, and RingEX, its core business communications platform.This...