Tag: Customer Experience

Taking flight: navigating the complexities of modern airport customer experience

In the fast-paced world of air travel, customer experience can make all the difference between a stressful journey and a seamless adventure.“We take away the stress… we look after them from curb to wing,” Suzanne Tormey, operations manager at Dublin...

6 reasons why awards programmes deliver ROI

Much like the A-list stars that rocked up to the 97th Academy Awards ceremony this year, we all crave a little recognition.Even if you claim modesty, or demur your moment in the spotlight, you will be over the moon if...

Power plays: Google’s bold buy, elite spending trends, and retail leaders

Google acquires cybersecurity firm Wiz for $32 billionAlphabet, Google’s parent company, has announced its largest acquisition yet, purchasing cybersecurity firm Wiz for $32 billion. This move aims to strengthen Google Cloud’s security capabilities and compete with Microsoft and Amazon in...

What really matters when choosing a BPO provider?

Ah, the great BPO debate. Every CX leader has had it at some point: Should we outsource? And if so, who do we trust with our customers?Most companies start with the same approach: comparing hourly rates like they’re shopping for...

NICE ends customer service silos with CXone Mpower Orchestrator

NICE has introduced CXone Mpower Orchestrator, a unified automation solution for customer service. Announced at Enterprise Connect, the platform seamlessly integrates virtual agents, live agents, and back-office workflows within a single AI-powered ecosystem.“CXone Mpower Orchestrator changes the game—eliminating silos, unifying...

Genesys introduces AI-powered tools to enhance supervisor efficiency

At Enterprise Connect 2025, Genesys introduced a new suite of Genesys Cloud AI capabilities designed to empower supervisors. These advancements aim to help organisations navigate the evolving work landscape within and beyond the contact centre.As businesses worldwide seek to enhance...

Talkdesk redefines customer experience with emotionally aware AI agents for voice

Talkdeskis revolutionising self-service interactions with the launch of Talkdesk AI Agents for voice. This tool leverages agentic AI automation to deliver dynamic, human-like conversations that redefine what companies can offer and what customers should expect in self-service engagements.Using advanced AI,...

Construction & teaching jobs surge, retail giants lose billions, and a Walmart fraud case unfolds

Job vacancies rise in construction, teaching, and maintenanceA new report by the Recruitment and Employment Confederation (REC) and Lightcast shows rising construction, gardening, teaching, and maintenance vacancies. Meanwhile, demand for veterinary nurses, delivery drivers, and train and tram drivers has...

Mobeus unveils tele: the AI interface redefining user experience

As AI agents become smarter, more specialised, and deeply integrated into business operations, a crucial challenge has emerged—accessibility. Despite AI’s rapid advancements, many businesses struggle to deploy and engage with these technologies effectively, leading to slow adoption, missed opportunities, and...

Five9’s AI: what truths are hidden in your customer conversations?

Five9 has introduced Spotlight for Five9 AI Insights to help businesses harness generative AI to analyse customer interaction data. The tool leverages Five9 Genius AI to provide businesses with real-time, actionable insights derived directly from conversation transcripts.The platform’s advanced AI...