Tag: Customer Experience

What is CX automation? How to streamline customer journeys with AI

Consumers today demand fast, personalised service on every interaction with a brand, whether it’s a call to support, using a mobile app, or social media chat. Providing those experiences at scale with manual processes alone is nearly impossible. Customer experience (CX)...

How Tech and AI Is Redefining the Las Vegas Experience

Las Vegas is approaching a year-long decline in terms of tourist numbers and hotel occupancy, with those that do visit are spending less. We were discussing what Vegas needs to do to kick that trend recently, see “Not Vegas, Baby!...

Digital Customer Journey Mapping: Create, Analyze & Optimize the End-to-End Experience

Customer journeys don’t follow the rules anymore. They zig. They loop. Sometimes they disappear altogether. Someone might spot your brand on Instagram, check prices on their phone, read reviews over coffee, then finally buy from a laptop two days later....

Medallia’s New Frontline AI Brings Live Insights and Alerts Straight to Frontline Teams

For all the talk about being “customer obsessed,” many companies still struggle to get insights to the people who can actually use them. The workers greeting guests, managing checkouts, or answering calls often don’t see customer feedback until long after...

Amazon’s New ‘Help Me Decide’ Feature Picks the Right Product for You

Amazon wants to make indecisive shopping a thing of the past with the latest feature, Help Me Decide, that uses artificial intelligence to recommend the right product when shoppers can’t seem to pick one. The idea is to help shoppers who...

This Week in CX: Are We Designing Experiences or Frustrations?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted how AI and digital trends are reshaping holiday shopping, customer experiences, dining habits, and health interactions. We are also discussing updates from the Wall Street...

Vodafone Spain and Twilio Bring Richer, Safer Customer Messaging to Businesses

Vodafone Spain has joined forces with Twilio to introduce Rich Communication Services (RCS) messaging to businesses across Spain, setting a new benchmark for digital engagement. The move aims to help companies replace static text messages with secure, interactive, and visually...

Bots, Budgets, and the New Holiday Hustle

The holiday shopping season has always been a little chaotic. This year, it’s just gone more digital. Instead of wandering through malls or scrolling endlessly for deals, millions of shoppers are letting artificial intelligence do the legwork. The bots are...

“There’s an AI Assistant for That”

In 2009, Apple’s catchphrase “There’s an app for that” perfectly summed up the digital world. Whether you needed a map, a meal plan, or a meditation timer, there was a dedicated app waiting in the store. But that once-iconic promise...

EXP KSA: Achieving CX Orchestration at Scale

Orchestration is moving from isolated touchpoints to holistic, connected journeys says New Metrics CXM spoke to Rami Haffar, Partner at New Metrics, at the recent Experience KSA event in Riyadh about how companies should approach their CX orchestration. The discussion explored how...