Tag: Customer Experience

Amazon drones face pushback, QR codes surge, and employers brace for worker rights reforms

Amazon’s drone delivery faces pushback in Texas town Amazon’s drone deliveries in College Station, Texas, faced strong opposition from residents frustrated by noise and privacy concerns. Hundreds, including city officials, opposed expansion plans, citing daily life and wildlife disruptions. In response,...

Sanas AI changes call centre agent voices for CX clarity

The value of a human call centre agent can never be underestimated for consumer-facing businesses. But a thick accent can damage that experience. French call-centre provider Teleperformance SE has partnered with Sanas, a provider of speech understanding technology, to solve...

The future of leadership: mastering data, agility, and customer centricity

In an era of economic uncertainty, leaders who consistently drive sustainable growth exhibit two key qualities: boldness and tenacity. According to Nicolas Maechler, senior partner at McKinsey & Company, these leaders “push the envelope and stay the course,” even when...

£41k settlement, low-paid jobs, and bank IT failures:  the struggles of UK workers

Nurse wins £41,000 after being excluded and ignored at work A nurse deliberately excluded from tea rounds and ignored by a colleague has won £41,000 for constructive dismissal. Mrs Hamilton, a diabetes specialist at Epsom and St Helier NHS Trust, resigned...

ServiceNow’s AI agents are changing telecom – here’s how

In collaboration with NVIDIA, ServiceNow has unveiled an AI solution tailored for the telecommunications industry. Leveraging NVIDIA AI Enterprise software and the powerful NVIDIA DGX Cloud platform, these AI agents are set to transform service providers’ operations by automating complex...

Navigating uncertainty: job cuts, pregnancy discrimination, and airline industry shifts

Thousands of women lose jobs due to pregnancy discrimination New research by Pregnant Then Screwed and Women In Data reveals that up to 74,000 women lose their jobs annually due to pregnancy or maternity leave, a rise from 54,000 a decade...

The great CX productivity debate: are we measuring success the wrong way?

Customer experience (CX) teams are obsessed with productivity metrics, but are we tracking the right things? Speed, efficiency and resolution rates dominate performance dashboards, shaping how success is defined. But here’s the real question: Does any of it improve the customer...

8×8 and SpinSci transform patient care with EHR-integrated communication

8×8 has joined forces with SpinSci Technologies to enhance patient care by seamlessly integrating the 8×8 Contact Center with top Electronic Health Record (EHR) systems, including EPIC, Oracle Cerner, AthenaHealth, and Meditech. This collaboration aims to enhance patient engagement, streamline...

Warehouses face urgent need for automation to meet demand

The warehouse industry is undergoing a major transformation, with 63% of warehouse leaders planning to implement AI and augmented reality (AR) technologies within the next five years. According to a study by Zebra Technologies, 64% intend to increase their investments...

Buy now, pay later: a must-have for Millennials and Gen Z?

Buy Now Pay Later (BNPL) services have continued to grow, with a notable increase in adoption among younger consumers. According to the newly released J.D. Power report, the number of people using BNPL products rose sharply compared to the previous...