Tag: Customer Experience

Instant, smart, and secure: how Observe.AI’s VoiceAI agents are transforming customer support

Observe.AI has announced the launch of its VoiceAI agents, designed to automate customer interactions across all levels of complexity. From handling routine FAQs to managing multi-turn conversations, these AI-powered agents bring a new era of efficiency and intelligence to contact...

Global AI anxiety, fertility treatment concerns, and retail evolution

The U.S. tops global AI anxiety rankingsA study by ZeroBounce identifies the United States as the most AI-anxious country, with an AI Anxiety Score of 100 and 440K searches for AI job loss, despite a moderate 54.5% positive AI sentiment....

Forethought delivers human-like AI voice support

Forethought has announced Forethought Voice, expanding its AI-powered platform to include seamless voice interactions. This latest innovation enables fully autonomous customer service across phone, chat, email, and SMS without relying on complex decision trees or human oversight.“Agentic AI can now...

52% of leaders prioritise AI for CX efficiency, while 42% focus on cost & satisfaction

A recent study commissioned by Avaya and Forrester Consulting highlights AI’s growing influence on customer experience (CX). According to the findings, 52% of business leaders prioritise AI to boost customer support efficiency, while 42% see cost reduction and improved satisfaction...

AI-driven CX: how Medallia is moving beyond surveys to automation

Medallia has unveiled a transformative vision for the future of CX, introducing seven AI-powered tools designed to move enterprises from traditional surveys to real-time automation and action. Announced at Medallia Experience ‘25 in Las Vegas, these advancements aim to transform...

The human toll: job cuts, AI stores, and frontline abuse

Frontline workers face increased abuse and stressA Perceptyx report reveals that 53% of frontline workers encounter verbally abusive or threatening customers, with retail workers most affected (61%). The study surveyed 21,000 employees and also highlights that 81% feel burned out,...

NICE and Deloitte Digital boost customer service with AI and automation

NICE has partnered with Deloitte Digital to transform customer service through end-to-end AI and service automation solutions. This collaboration focused on elevating customer service as a key business differentiator by enhancing interactions with advanced, AI-driven capabilities.“Our clients understand the need...

The future of post-purchase: parcelLab brings AI to retailers

parcelLab has introduced AI-powered Post-Purchase Agents at Shoptalk Spring 2025 in Las Vegas, bringing automation and intelligence to retailers’ post-purchase operations. These AI Agents help brands streamline order management, enhance customer interactions, and improve operational efficiency—seamlessly integrating into existing workflows...

Real retention: Why brands need to rethink their loyalty programmes

With people suffering from loyalty programme fatigue, the benefits and perks offered by brands need to show better value for their customers argues Zac Eller, GM, Global Partnerships, ExpressVPN.Across industries, there’s a tried and tested method businesses use to keep...

Hospitality with soul: an interview with Ilunion Hotels’ Inmaculada Martinez Ruiz

Many hospitality companies talk a good customer experience, but seem surprised when you ask them for examples of actual customer happiness. That’s not how Ilunion works, providing a true focus on the customer experience. From its work in understanding the...