Tag: Customer Experience

NICE and AWS transform customer service delivery with AI and cloud

NICE has announced a strategic collaboration agreement (SCA) with Amazon Web Services (AWS) to transform customer service delivery through a combination of AI, cloud computing, and automation. As part of this partnership, NICE’s flagship AI-powered customer experience platform, CXone Mpower,...

Pega Predictable AI Agents transforms risky AI into reliable business workflows

Pegasystems has introduced Pega Predictable AI Agents, a new generation of AI-powered tools designed to give businesses control and transparency when integrating AI into their operations. Unlike many AI systems that rely on unpredictable, prompt-based agents, Pega’s solution prioritises structured,...

Forethought debuts first omnichannel agentic AI for CX, raises $25M

Forethought has launched the first-ever multi-agent, omnichannel AI system designed to revolutionise how enterprises engage with customers. This next-generation solution enables businesses to deploy AI agents seamlessly across all communication channels—including chat, email, voice, and SMS—and extend their use beyond...

Workplace woes and warming worlds: Microsoft cuts jobs, women battle health bias, and men drive up emissions

Men emit more carbon than women due to cars and meat consumptionA new study finds that men in France produce 26% more greenhouse gas emissions than women from transport and food, largely due to higher red meat consumption and car...

AI powers fan engagement at Queen’s Club tennis tournament

From the dust of the French Open to the grass of Wimbledon, the tennis season is getting up to full speed. In recent years, tournaments have done more with digital engagement to keep those crowded around the courts in the...

Contentsquare’s new AI knows why your users are dropping off — and what to do about It 

Contentsquare has introduced Sense, a suite of AI-driven features that fast-tracks how businesses understand and act on digital customer behaviour. Integrated directly into the Contentsquare platform, Sense aims to remove the bottlenecks in traditional analytics by automating complex analysis, simplifying...

UK retailers embrace WhatsApp and chatbots to improve customer service

British retailers are stepping up their customer service game, with messaging apps like WhatsApp and the growing use of chatbots reshaping how leading brands connect with shoppers. According to new research by CM.com, retailers that integrate WhatsApp into their customer...

Foodies, fans, and first-class flyers: Mastercard reveals what’s fuelling global travel in 2025

The Mastercard Economics Institute (MEI) has unveiled its Travel Trends 2025 report, providing a deep dive into the forces shaping global tourism through the lens of aggregated consumer spending data. While macroeconomic factors like exchange rates and geopolitics still influence...

Australian banks go digital, SHEIN styles Aussie homes, and UK shoppers spend big over Easter

Australian banks prioritise customer experience amid digital transformation hurdlesAustralian banks are accelerating digital transformation to improve customer experience, as 73% acknowledge that current offerings are underwhelming. A Publicis Sapient study reveals agility (23%) and CX (19%) are top priorities, with...

CX fundamentals all CMOs must know

Customer experience is a key priority for many organizations: according to Gartner research, 57% of CEOs and CFOs view enhancing CX as a leading strategy to fuel growth in the next three to five years. CX needs an outside-in approach....