Tag: Customer Experience

ServiceNow & 3CLogic give contact centres an AI upgrade

3CLogic is levelling up its long-standing partnership with ServiceNow to launch a fully integrated, AI-powered solution. This new offering combines ServiceNow’s CRM products with 3CLogic’s advanced voice and customer experience tools, creating a seamless end-to-end system for managing employee and customer interactions.The collaboration...

The hidden engine of customer service: why back office WFM matters

Contact centre agents are often the first line of defence — handling queries, resolving complaints, and shaping customer perceptions of a brand. They work to deliver a seamless experience, but their success is not solely dependent on their own skills...

Video expectations are sky high — and brands are falling behind

According to a new Idomoo survey, 78% of consumers want to see brands use more video, yet many companies aren’t delivering. More than 40% of people say they never receive video content from the brands they engage with. This growing...

Recruitment dips, flex work stalls, and airports prepare for touchless travel

Air travel set for major overhaul with digital ‘journey pass’Air travel is on the verge of a tech-driven transformation, as the UN’s aviation body, ICAO, plans to replace boarding passes and check-in procedures with a digital “journey pass.” Stored on...

AI is transforming predictive marketing: How can businesses tap in?

It’s no secret that AI is revolutionising the marketing landscape, from automating content creation to enhancing personalisation. With nearly half (48%) of businesses looking to review their tech stack in light of AI, it’s clear that emerging technologies are influencing...

Customers are tired of searching: smarter digital experiences are the future of CX

Coveo’s latest report highlights that despite advancements in AI and digital self-service tools, the customer journey is still riddled with friction—especially when finding accurate, relevant information.Based on a survey of 4,000 consumers across the U.S. and U.K., the report highlights...

Conversational AI gets a human touch with evoAI

Alorica has introduced evoAI, a conversational AI platform designed to redefine how brands engage with customers. Blending rule-based logic with advanced neural network intelligence, evoAI delivers consistent compliance in structured interactions and fluid, human-like responses when navigating more complex conversations.“Under...

Customers crave real human help as brands fall short on experience expectations

A recent InMoment reveals a troubling gap between customer expectations and brand performance, highlighting that many businesses are still missing the mark despite heavy investment in automation and AI. As many as 81% of respondents say they still need to...

Nokia improves bandwidth for better big-event CX

Do you still get that sinking feeling at big events when your latest 5G phone’s bandwidth slowly evaporates as the stadium or field fills up with everyone checking in and snapping group selfies? And then the payments won’t go...

Amazon CEO’s push for “remarkable customer experiences”

In his annual letter to Amazon investors, the company’s CEO, Andy Jassy, notes several key innovations for customer experience on the back of $638 billion in revenue, up 11% on the previous year.“Apart from the financial results, we made...