Tag: Customer Experience

AI chatbots spreading misinformation, worker exploitation, and holiday nightmare

BBC research exposes AI chatbots’ inaccuracies in current affairs  A BBC study found that AI chatbots—including ChatGPT, Copilot, Gemini, and Perplexity—frequently produce factual inaccuracies and misleading content in news responses. Over half of the AI-generated answers reviewed had “significant issues,” including...

Cisco and Mistral AI introduce AI-powered Renewals Agent to streamline customer interactions

Cisco has partnered with Mistral AI to introduce the AI Renewals Agent, designed to revolutionise the renewal proposal process by intelligently integrating insights from over 50 data sources. This AI-powered system consolidates structured and unstructured data, performs real-time sentiment analysis,...

Rail bosses under fire, Accenture’s DEI exit, and rising workplace financial stress

New train departure rules spark outrage  Rail passengers have criticised a new Network Rail trial at King’s Cross, where train departure details vanish three minutes before departure to prevent last-minute platform dashes. Commuters argue the policy is patronising and could increase...

Don’t take a ‘head-in-the-sand approach’ to client feedback

Many startups are so focused on their product vision, they don’t want to hear what customers say about it. Similarly, larger firms often sanitise feedback into generic and useless forms. Therefore, it isn’t a major surprise that legal and other...

Yep AI unveils digital human technology for smarter customer engagement

Melbourne-based artificial intelligence company Yep AI has unveiled the Yep AI Digital Human, designed to improve customer interactions and streamline business operations. By leveraging advanced AI-driven avatars, the company aims to create more engaging digital experiences for businesses across various...

Here they are: the top 50 CXMStars for 2025🏆

The questionnaires are in, the judges have cast their votes and the wider CX community has had its say. It is time to unveil the final rankings of the CXMStars 2025! As with previous versions of the list we’ve split it...

Revolutionising customer support: How AI, automation, and predictive insights are shaping the future

Customer support isn’t just a cost centre anymore. It’s now a key driver of growth, thanks to AI and automation. Here’s how it’s happening. Customer support is evolving fast. What was once considered a cost centre is now a powerful growth...

Brands losing consumers, maternity claim dismissed, and robots beating grads to jobs

Trend-chasing brands are losing consumer trust  A shocking one-third of consumers find it embarrassing when brands chase viral trends, yet 93% expect them to stay culturally relevant. Sprout Social’s 2025 Index reveals that authenticity and originality set standout brands apart—trend-chasing alone...

Dovetail streamlines CX reporting with AI

Dovetail is aiming to slash the time it takes organisations to identify customer experience (CX) problems, solve them and close the loop. By integrating artificial intelligence features throughout its product suite, the vendor claims to enable companies to rapidly compile...

The end of brand loyalty? Why 57% of shoppers are no longer committed

More than half of U.S. shoppers (57%) no longer consider themselves loyal to any particular consumer product (CP) brands, including food, beverages, and personal care items. According to SAP Emarsys, this shift highlights a challenge for brands in an era...