Tag: Customer Experience

Elevating Customer Experience: The Strategic Role of AI

AI is redefining the way contact centres serve customers. Tasks that once relied on long wait times and manual processes can now be handled in real time through intelligent automation, predictive analytics, and natural language understanding.AI is more than just...

How does your AI stack up? Glia’s new tool reveals the answer

Glia has introduced Cortex AI Benchmarks, a new analytics dashboard designed to give businesses clear, comparative insights into how their AI tools are performing. This tool provides Glia customers with concrete performance data for both customer-facing and agent-assisting AI—along with...

From text to touchpoint: how Infobip and Clerk Chat are transforming fan experiences

Infobip has partnered with conversational technology firm Clerk Chat to deliver a next-generation messaging experience for a professional football team based in Los Angeles. The collaboration merges Infobip’s Rich Communication Services (RCS) capabilities with Clerk Chat’s conversational AI technology to...

JFK Airport Terminal 4 interview, exploring the future of passenger CX

The recent news about JFK airport’s Terminal 4 evolution got CXM all curious about the future of air travel and how the JFK customer experience is changing. Fortunately, Maddy Kossakowski, Designit’s executive experience design director, and Belinda Jain, vice president,...

Replacing FOMO with strategic thinking: Tackling the rise of rapid innovation in CX

A year ago, the fear of missing out (FOMO) was prevalent in adopting tech solutions. This was specifically the case with AI, where game-changing capabilities and perceived large scale benefits were deemed a necessity to adopt if companies wanted to...

Navigating the digital generation: Apple’s inclusivity, Gen Z’s career hopping, and social media backlash

Apple expands iOS accessibility features to support diverse needsAhead of Global Accessibility Awareness Day, Apple announced major accessibility upgrades for iOS, including live captions, personal voice replication, braille enhancements, and app store “nutrition labels” listing each app’s accessible features. A...

Global leaders double down on AI-driven innovation and customer experience

Concentrix has unveiled the results of a survey showing how enterprises are responding to a fast-evolving business landscape shaped by innovation and digital disruption.“Our investments in leading technology, deep expertise, and our fully integrated end-to-end capabilities uniquely position us to...

UK consumers demand empathy from AI in customer service

The latest Consumer Voice Report 2025 from ServiceNow paints a clear picture of changing consumer expectations in the UK when it comes to AI in customer service. The report reveals that British consumers no longer view AI as impressive simply...

Oh Polly improves NPS with revamped returns experience

Fashion brand, Oh Polly has boosted its net promoter score (NPS) and cut its cash refunds, by overhauling its returns process. The online retailer started working with Loop Returns in 2023 to transform its returns experience for customers and improve...

AI learns to behave, companies lobby for climate, and TikTok faces EU scrutiny

European companies shift toward pro-climate lobbyingAccording to Influencemap, a growing number of European companies now support strong climate policies. In 2025, 23% of companies lobbied in line with 1.5C °C climate goals, up from just 3% in 2019. Over half...