Tag: Customer Experience

No more “please hold”: Talkdesk brings AI innovation to utility support

Talkdesk has launched Talkdesk Utilities Experience Cloud, a purpose-built platform designed to revolutionise how utility companies engage and support their customers across every channel. This intelligent platform aims to assist utility service providers, combining the power of agentic AI, advanced automation,...

DoorDash to acquire Deliveroo in £2.9 billion deal

DoorDash has announced a definitive agreement with Deliveroo plc’s board of directors to acquire the entire issued and to-be-issued share capital of Deliveroo in a recommended all-cash transaction. Under the terms of the deal, Deliveroo shareholders will receive 180 pence in...

Shell eyes BP, workers eye rights, businesses eye recovery: three fronts in the UK economy

Shell weighs historic BP acquisition as shares slide Shell is reportedly exploring the possibility of acquiring rival oil giant BP, according to Bloomberg. The potential takeover—still in early discussions—could mark one of the oil and gas industry’s largest deals, combining two...

3CLogic teams up with NewRocket to bring smarter Voice AI to the banking sector

3CLogic has announced a partnership with NewRocket to accelerate digital transformation across the financial services sector. As part of the agreement, NewRocket will become an official reseller of 3CLogic’s contact centre platform, integrating advanced voice capabilities into its specialised “Bank...

Relatient launches Dash Voice AI to automate patient scheduling calls

Relatient has unveiled Dash Voice AI, a new conversational AI tool designed to automate and streamline patient appointment management. As an advanced feature within the company’s Dash Schedule platform, Dash Voice AI handles routine, high-volume phone interactions, such as appointment...

Dialpad brings AI-powered communications platform to Google Cloud marketplace

Dialpad is now available on the Google Cloud Marketplace, opening up its platform to a broader range of businesses already operating within the Google ecosystem. The move streamlines how companies adopt Dialpad’s unified business communications suite—including Dialpad Connect, Dialpad Support,...

Gatwick pay disputes, M&S cyber fallout, and the growing demand for sabbaticals

M&S halts hiring amid ongoing cyber attack disruption Marks & Spencer has paused all recruitment following a major cyber attack over the Easter weekend that disrupted online orders and left stores with empty shelves. The retailer has removed all job postings...

This week in CX: AI won’t save bad marketing

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how brands can stop annoying their customers by finding the balance in personalisation, the double-edged power of AI-driven ads, and why reskilling is now...

Currys saves 900 management hours to spend more time on the shop floor

The quest for management efficiency continues across all businesses. Yet, it is pretty rare to get a specific figure out of any project. Therefore, data from Uk retailer Currys, saving 900 hours through the use of Zebra’s workflow automation package...

AI fuels CPaaS expansion, supermarkets battle for price leadership and AI nudification apps face scrutiny

Supermarkets ramp up price wars with record promotional spending UK supermarkets are spending hundreds of millions on special offers as competition intensifies amid the cost of living crisis. Nearly 30% of sales were on promotions in April, with Tesco and Sainsbury’s...