Customer Experience

Booking.com Parent Company Reveals Real AI Savings in Customer Service

Booking Holdings, the parent company behind Booking.com, Agoda, Priceline, and Kayak, reported a concrete result that most companies are still chasing: its customer service costs fell in absolute terms last year, even as gross bookings grew by roughly 10%. The...

National Contact Centre Day: Recognising the Work Behind Every Customer Interaction

Today, 4 March 2026, marks the first National Contact Centre Day, an initiative by the CCMA (Contact Centre Management Association) to give the contact centre sector a moment of public recognition. Around one million people work in contact centres across the...

Salesforce Drives Engagement with Formula 1’s 827 Million Fans

Formula 1 has long been one of the world’s most-watched sports, but keeping 827 million global fans engaged is no small challenge. A new AI-powered tool, built on Salesforce’s Agentforce platform, is being deployed by the sport to do just...

How to Design a Winning Customer Engagement Strategy When Attention is Maxed Out

Companies have an odd view of what “customer engagement” actually means. Keeping customers “engaged” tends to be something that gets bundled in with marketing strategies or sales initiatives. Realistically, your customer engagement strategy influences the whole journey. Buyers forget pretty quickly...

Mitel Builds Out Industry-Specific Communications Portfolio for High-Stakes Sectors

Mitel has announced a major expansion of its vertical-focused communications portfolio, targeting industries where downtime is not an option, including healthcare, emergency services, manufacturing, retail, and government. These sectors demand more than generic collaboration tools can deliver, and off-the-shelf platforms...

Google Cloud and Nexi Group Develop Autonomous Shopping for Europe

Google Cloud has announced a memorandum of understanding with Nexi Group to build the infrastructure for what they call “agentic commerce”, which will take consumer experiences in Europe beyond assisted journeys into autonomous ones. According to Google Cloud, its collaboration with...

The International Customer Experience Awards (ICXA) 2026 Is Open for Entries!

The International Customer Experience Awards (ICXA) has officially opened entries for its 2026 edition, and the programme is shaping up to be its most expansive yet. Organisations from across the world now have the opportunity to put their CX work...

Dialpad Launches New Tools to Get Enterprise AI Out of the Pilot Stage

Dialpad has announced a major update to its agentic AI platform, introducing a set of tools aimed at one of the most persistent problems in enterprise technology: AI projects that never make it past the testing phase. The new capabilities are...

Chatbots vs Voicebots: The Conversations Customers Actually Want to Have

Customer experience is in a strange spot right now. People can get support faster than ever, but that doesn’t mean they’re happy. In fact, three-quarters of customers say AI gives them answers quickly, but they still leave the conversation frustrated. There...

ServiceNow AI Platform Powers Faster Customer Roaming Resolutions

A new collaboration between ServiceNow, NTT DOCOMO and StarHub aims to solve one of the most frustrating problems travellers face: losing mobile service abroad. Built on the ServiceNow AI Platform, the joint initiative introduces an autonomous roaming resolution designed to...

TechSee Gives Service Providers a Window Into the Smart Home with New Visual AI Platform

Visual AI for customer service solutions provider TechSee has announced the launch of its End-to-End Home Experience solution at Mobile World Congress, marking the first platform built to give service providers visibility into connectivity performance beyond the point where the...

AI Turned Phone Fraud into an Arms Race the Carriers Are Losing

A 90-year-old woman received a call from her grandson asking for money. Except it was not her grandson but an AI-generated clone of his voice. She stopped answering the phone alone for months. Her story is one of millions. Hiya’s State...