Tag: Customer Experience

Forsta unveils AI capabilities to elevate customer and employee experience

Forsta has launched new AI advancements within its Human Experience (HX) platform. These enhancements stem from a 5-year investment of $500 million in AI development, enabling organizations to gain deeper insights, streamline processes, and take decisive actions to enhance customer...

This week in CX: Who’s taking the wheel when it comes to CX?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been exploring the key drivers behind the latest CX strategies and examining the role of AI in healthcare and retail.We’re also discussing new updates from...

Almost 90% of telecom providers invest in AI

New Incognito report reveals an acceleration in the adoption of AI within the telecoms sector, with 88% of fixed broadband service providers now actively investigating or trialling AI automation to enhance their services. This surge in AI adoption focuses on...

AI assistants will replace 25% of mobile app usage by 2027

According to Gartner, mobile app usage is expected to decrease by 25% by 2027, driven by the rise of AI assistants such as Apple Intelligence, ChatGPT, Google Gemini, and Meta AI. Smartphone users increasingly rely on these intelligent agents to...

HCLTech partners with Microsoft to boost contact centres with AI-driven solutions

HCLTech has unveiled an expanded partnership with Microsoft to revolutionise customer service experiences through genAI and cloud-based contact centre solutions. This collaboration will enable clients to leverage Microsoft Dynamics 365 Contact Center, a Copilot-first platform designed to accelerate issue resolution...

The role of AI and real-time insights in the CDP era

In its latest report, Tealium highlights that 81% of customer data platform (CDP) users are highly satisfied with their platform’s ability to support AI and machine learning (ML) initiatives. The report shows how AI transforms CDP usage, with 54% of...

Algolia transforms fashion e-commerce with new tool

Algolia has unveiled its Intelligent Fashion Solution, designed to set new benchmarks in fashion e-commerce. The platform aims to address the most pressing challenges online fashion retailers face, creating personalised shopping experiences that drive customer satisfaction and boost conversion rates.At...

Almost 90% of shoppers used AI this holiday season

The latest report by Talkdesk reveals a shift in consumer behaviour driven by AI during the holiday season. According to the survey, 88% of shoppers utilised AI in some capacity, with 56% reporting increased happiness due to AI’s support. Furthermore,...

Sigma Connected raises £100,000 for Birmingham Children’s Hospital

Sigma Connected has secured £100,000 for Birmingham Children’s Hospital, supporting the hospital’s mission to provide care to hundreds of thousands of sick children nationwide each year.Since beginning their support in 2017, Sigma Connected has joined the hospital’s “Changemakers.” This is...

Voting opens today! Decide your top 50 CXMStars of 2025🌟

Here they are — the list of the Top 50 CXMStars for 2025! This year, we’ve received a record number of nominations and completed applications, so thank you very much everybody!Our list is split between the Top 25 CXM Professionals...