Customer Experience

Knowing a Brand No Longer Means Choosing It

For as long as marketing has had a budget, the theory held firm: recognition does the heavy lifting. Get a customer to know your brand, trust it, and recall it at the moment of need, and the purchase tends to...

Dialpad Surfaces Calls Inside Google Workspace So Teams Skip the CRM

Dialpad customer conversations will now flow directly into Google’s Gemini Enterprise and Workspace apps, letting teams pull insights from call transcripts and interaction history in plain language without opening a CRM, the AI customer experience vendor has announced. The integration brings...

Pega Adds Agentic AI Marketing Layer to Its Decisioning Platform

Pegasystems has added a new layer to its Customer Decision Hub platform. Pega Customer Engagement Studio, announced this month at PegaWorld in Las Vegas, is an agentic AI workspace that pulls Pega’s own agents and outside tools together so a...

Salesforce and Databricks Partner to Elevate Cross-Platform Data Governance Guardrails for AI

Salesforce and Databricks have announced an expansion of their strategic partnership. It introduces cross-platform data governance AI capabilities aimed at keeping corporate data secure as businesses deploy autonomous agents. The updates build upon the companies’ existing “Zero Copy” architecture. This allows...

‘LLMpathy’: Why AI Empathy Is Now a Business Risk

Wait. No way. 71% of consumers in a global study of over 11,500 people believe AI cannot create genuine human connection. That’s a clear majority view. And yet we are deploying AI empathy at scale, across customer service, coaching, healthcare, HR,...

12 AI Quality Assurance Tools That Help Improve Customer Experience

Most contact centres still run quality assurance programmes like it’s 2009. A few calls get sampled, somebody fills out a form, an agent gets a score, and everyone pretends that represents reality. Manual QA usually touches a tiny number of...

These Are the Real-Time CX Signals That Show Churn Before It Happens

Relying on traditional CX metrics to figure out how you should improve customer experience is like trying to figure out what went into a meal based on taste alone. You might recognise a few ingredients, but you’ll never figure out...

Customer Experience Compliance: How Regulation Became CX’s Best Growth Lever

Customer experience compliance has an image problem. Mention it in a planning meeting, and most people picture fines, audits, and the unglamorous cost of staying on the right side of regulators. That picture is out of date. As AI takes over...

HubSpot Folds Quote-to-Cash into its CRM with New Revenue Hub

HubSpot has brought quoting, contracts, billing, and payments into its CRM through Revenue Hub, a product that unifies revenue data with the customer records sales and service teams already use. The launch answers a problem HubSpot found across go-to-market teams, in...

79% of Customers Would Ditch a Brand for a Faster Rival

Artificial intelligence has worked its way into nearly every stage of the consumer buying journey, yet the moment that wins or loses a sale still comes down to something simpler: speed. Most brands are too slow when it comes to...

Salesforce Puts $1bn Behind Agentforce in Italy, and One Number Tells the Real Story

Salesforce is spending $1 billion in Italy over the next five years. The money buys a new Milan office at Palazzo Missori, a hiring push in data science and deployment engineering, and a training programme called the Enterprise Architecture Academy....

Employee Wellbeing and CX: What Customers Feel When Teams Are Stretched Too Thin

Employee experience and customer experience get linked all the time. Employee wellbeing and CX don’t. They should. You can equip people with great tools and solid training, but if their health is off, service quality still suffers, people rush, empathy fades,...