Tag: Customer Experience

Is your CX strategy obsolete? How AI is revolutionising customer insights

The customer experience (CX) landscape is evolving, changing how businesses connect with consumers and redefining expectations at every touchpoint. The rise of AI, the abundance of data across channels, and the increasing expectation that organisations offer personalised omnichannel experiences are...

Vonage and SAP unleash intelligent AI tools to elevate enterprise operations

Vonage has announced an expanded partnership with SAP to drive AI-powered business transformation. By integrating Vonage’s advanced communications and network APIs with SAP Business Technology Platform (SAP BTP) and SAP Business AI, the collaboration aims to create smarter, more efficient...

Salesforce unveils Agentforce 2dx – AI agents that do more than assist

Salesforce has launched Agentforce 2dx, the latest version of its digital labour platform designed to integrate autonomous AI agents seamlessly into business operations. Agentforce 2dx reveals proactive AI agents that work behind the scenes, executing tasks and optimising workflows without constant...

From swiping to buying: digital evolution is reshaping car sales

In 2023, Shift Digital compared the car-buying experience to online dating—where customers “swiped” through dealerships, often struggling to find the perfect match. Fast-forward to today, and that dynamic continues, but technology plays an even greater role in connecting shoppers with...

Amazon drones face pushback, QR codes surge, and employers brace for worker rights reforms

Amazon’s drone delivery faces pushback in Texas town  Amazon’s drone deliveries in College Station, Texas, faced strong opposition from residents frustrated by noise and privacy concerns. Hundreds, including city officials, opposed expansion plans, citing daily life and wildlife disruptions. In response,...

Sanas AI changes call centre agent voices for CX clarity

The value of a human call centre agent can never be underestimated for consumer-facing businesses. But a thick accent can damage that experience. French call-centre provider Teleperformance SE has partnered with Sanas, a provider of speech understanding technology, to solve...

The future of leadership: mastering data, agility, and customer centricity

In an era of economic uncertainty, leaders who consistently drive sustainable growth exhibit two key qualities: boldness and tenacity. According to Nicolas Maechler, senior partner at McKinsey & Company, these leaders “push the envelope and stay the course,” even when...

£41k settlement, low-paid jobs, and bank IT failures:  the struggles of UK workers

Nurse wins £41,000 after being excluded and ignored at work  A nurse deliberately excluded from tea rounds and ignored by a colleague has won £41,000 for constructive dismissal. Mrs Hamilton, a diabetes specialist at Epsom and St Helier NHS Trust, resigned...

ServiceNow’s AI agents are changing telecom – here’s how

In collaboration with NVIDIA, ServiceNow has unveiled an AI solution tailored for the telecommunications industry. Leveraging NVIDIA AI Enterprise software and the powerful NVIDIA DGX Cloud platform, these AI agents are set to transform service providers’ operations by automating complex...

Navigating uncertainty: job cuts, pregnancy discrimination, and airline industry shifts

Thousands of women lose jobs due to pregnancy discrimination  New research by Pregnant Then Screwed and Women In Data reveals that up to 74,000 women lose their jobs annually due to pregnancy or maternity leave, a rise from 54,000 a decade...