Tag: Customer Experience

AI and personalisation are shaping the future of websites

Sitecore has released its latest report, exploring key trends, priorities, and challenges shaping the future of website technology across industries such as financial services, manufacturing, technology, and retail. “Marketing organizations have an immediate opportunity to better serve their customers by embracing...

Press Ganey introduces AI-powered innovations for better patient and workforce experience

Press Ganey has unveiled new tools to revolutionise how healthcare organizations collect, interpret, and act on feedback. These innovations, built specifically for the healthcare sector, leverage real-time insights, predictive analytics, and adaptive engagement to help leaders anticipate challenges and drive...

Consumers are tuning out: how can brands overcome marketing fatigue? 

A new report from Optimove highlights a growing challenge for marketers: consumer marketing fatigue. The report reveals that many customers are overwhelmed by excessive, irrelevant, or poorly timed messaging. As brands compete for attention, they must find ways to engage...

How business can meet the needs of the vulnerable customer

A recent report highlights that up to 35 million British people remain unknowingly vulnerable, and increasingly reliant on digital channels for support. With many brands building focused personas of their customers, it is easy for the vulnerable to slip through...

AI in 2025: it’s time to get it right

As AI evolves, its impact on CX will be profound as it becomes an integral part of the customer experience. “Gen AI will fundamentally change the way we interact with technology and the world,” Joana de Quintanilha, VP principal analyst at...

5 technology predictions to supercharge customer experience in 2025

According to CallMiner’s 2024 CX Landscape Report, 62% of organisations have at least partially implemented AI technologies, with only 24% remaining in the early stages of AI implementation. All the while, early fears around AI implementation are lessening. CX and...

Brits still trust letters over emails, study finds

In an age of emails, texts, and endless app notifications, you’d think the humble letter was dead. Think again. New research from Quadient reveals that Brits still love their post—79% sent a letter last year, and over half (53%) say...

Consumers prioritise local retail for trust and convenience

Consumers are increasingly turning to local retailers for the trust, connection, and personalized service they offer—often willing to pay higher prices for the experience. According to data from Locally, 71% of shoppers prefer to buy from local stores, even if...

Intradiem & Five9 maximise productivity and engagement in contact centres

Intradiem has announced an expanded partnership with Five9, combining its patented real-time automation technology with Five9’s intelligent CX platform, enabling contact centres to boost efficiency, improve agent engagement, and enhance customer interactions. “Partnering with Five9 represents a powerful synergy between two...

Press Ganey and Microsoft team up to enhance care quality with AI

Press Ganey has announced a strategic collaboration with Microsoft to revolutionise healthcare by delivering actionable insights that improve patient safety, care quality, and overall experience. By combining Press Ganey’s vast healthcare data with Microsoft’s advanced AI, cloud computing, and ambient listening...