Tag: Customer Experience

Organisations building CX on poor foundations warns consultant

Organisations are missing the human ingredient when planning their customer experience strategies. Too many CX plans are based on flawed customer personas, which are detached from ‘human’ reality. Current CX strategies are being built “on poor foundations”, David Wales, CX consultant...

CX pros struggle in the modern job market (but help is at hand)

Rick M is based in Milwaukee, Wisconsin. He is a CCXP, has worked on the CXPA’s Book of Knowledge and he’s been searching for a full time CX role for five years.“I was looking at online job ads this morning....

TTEC unveils digital sales model to transform healthcare CX 

TTEC Holdings has introduced a blended healthcare digital sales model to provide scalable, cost-effective, and highly personalised sales solutions for healthcare organisations.This new model operates on a shared technology platform, allowing healthcare providers to optimise digital sales operations while maintaining...

Smart glasses to drive the AI consumer experience

AI might be all the rage, but for consumers, the benefit is hampered in the real world by a lack of visibility into our environment, something that smart glasses could solve. Few of us are willing to roam the streets...

Cognizant and ServiceNow help mid-market banks cut losses and improve CX

Cognizant has partnered with ServiceNow to introduce an AI-powered dispute management solution tailored for mid-market banks in North America. This Business Process as a Service (BPaaS) offering streamlines the dispute resolution process to enhance efficiency, minimise chargeback losses, and improve...

From rudeness to violence: the urgent need for conflict training in retail & hospitality

The latest report by Axonify highlights the alarming extent of customer incivility in the U.K. Only 2% of frontline employees have managed to avoid rude or aggressive customers in the past year, while 65% worry about how to handle escalating...

This week in CX: is hospitality getting customer experience right?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the reality of hospitality customer experience, AI in Steve Madden eCommerce, as well as the real impact of call centre agents.We’re also discussing new...

Rising scam losses in Indonesia’s RTP system: 23% of consumers affected

A recent survey by FICO reveals an alarming rise in scams within Indonesia’s real-time payments (RTP) ecosystem. The 2024 Scams Impact Survey: Indonesia found that 23% of consumers reported financial losses due to RTP scams, an increase from 19% in...

The 2025 fraud landscape: EMEA’s urgent need for stronger fraud mitigation

NICE Actimize has released its latest findings in the “2025 Fraud Survey: EMEA Financial Fraud Trends and Investment Priorities” report. The report analyses the evolving fraud landscape across Europe, the Middle East, and Africa (EMEA), exploring key fraud typologies, regulatory...

Instant, smart, and secure: how Observe.AI’s VoiceAI agents are transforming customer support

Observe.AI has announced the launch of its VoiceAI agents, designed to automate customer interactions across all levels of complexity. From handling routine FAQs to managing multi-turn conversations, these AI-powered agents bring a new era of efficiency and intelligence to contact...