Tag: Customer Experience

CX is a team sport

Customer experience (CX) is still a relatively new business discipline. It’s often understood as the process of understanding and managing customer’s interactions with a brand to create positive experiences at every touchpoint. What’s less clear, is how to do that successfully...

New updates from 8×8 to sweep customer frustration

Customer experience solutions vendor 8×8 has launched new enhancements to its CX platform, helping organisations boost operational efficiency and elevate customer interactions. Key updates include expanded 8×8 Secure Pay capabilities, enabling seamless payments via SMS and email, and an upgraded...

Need in-depth AI research? OpenAI’s ‘Deep Research’ might be the answer

OpenAI has unveiled Deep Research, a new ChatGPT agent designed to support users who require thorough, precise, and multi-source research. Rather than providing quick summaries, Deep Research assists with complex investigations across finance, science, policy, and engineering fields. It provides...

Consumers are shopping while streaming, scrolling, and browsing

According to a recent report by Salsify, 69% of shoppers are making purchases while simultaneously engaging in other activities—whether watching movies, browsing YouTube, or scrolling TikTok. Many consumers even juggle multiple distractions at once while shopping, highlighting the rise of...

Public voting closes on CXMStars

Voting has closed on this year’s edition of the CXMStars. The list of the top 50 CX influencers and professionals will be published on 10th February. This year’s competition received nearly 200 nominations from Europe, the US, the Middle East, India...

How blame culture drowns out the positives of diversity

Did Donald Trump’s “blame diversity” reaction to the Washington DC plane crash shock you? Imagine if someone in your business blamed diversity for a negative result or problematic product launch.   Or, perversely, they complained about diversity as the company...

Alvaria and UJET partner to elevate cloud contact centre capabilities

Alvaria has partnered with UJET to deliver an integrated platform to enhance compliance, optimize outbound engagement, and redefine how businesses connect with customers. This partnership combines Alvaria’s compliant outbound technology with UJET’s advanced AI-driven contact centre capabilities, providing a solution that...

Talkmobile punches above its weight with CX focus

At the end of 2022, Talkmobile, a UK-based mobile operator, had a Trustpilot score of 2.2 out of 5.  Just two years later, it was the highest ranked mobile operator on Trustpilot with a score 4.7 out of 5. Its NPS...

This week in CX: smaller raises, AI bosses & office debates 

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been exploring the widespread misconceptions about the downfall of DEI, the growing trust in AI for critical workplace decisions, and the debate over whether office...

ServiceNow and Google Cloud partner to drive AI-powered enterprise transformation

ServiceNow and Google Cloud have expanded their partnership to revolutionise enterprise operations with generative AI. Through this partnership, ServiceNow’s Now Platform and its suite of enterprise workflows will be available on Google Cloud Marketplace, allowing the integration of AI-powered solutions...