Tag: Customer Experience

8×8 introduces RCS support to elevate customer engagement and omnichannel messaging

8×8 has announced the integration of Rich Communication Services (RCS) into its 8×8 Contact Center. This addition allows businesses to engage customers through highly interactive, two-way messaging, enhancing personalisation and trust in digital communication.8×8 is also launching RCS Business Messaging...

AI copyright battles, gaming safety, and workplace abuse: where do we draw the line?

Roblox enhances parental controls amid safety concernsRoblox has introduced new parental controls, enabling caregivers to block specific friends, restrict game access, and monitor screen time. These updates follow concerns about bullying, grooming, and inappropriate content on the platform, which is...

Australian state of CX report highlights c-suite’s need for hard data

The Australian market is full of its own quirks and trends. A new CGSI report, the 2025 State of the Customer Experience, highlights what’s going on down under as businesses try to prove the power of CX. The report...

AI meets digital intelligence: Fullstory’s new suite transforms customer and employee experiences

Fullstory has introduced AI-driven solutions to help businesses extract valuable insights from digital interactions. Companies face growing challenges in understanding user behaviour across increasingly complex digital landscapes. Fullstory’s latest innovations provide the tools to eliminate friction, enhance decision-making, and drive...

Gladia launches Solaria to deliver real-time, multilingual speech recognition

Gladia has introduced Solaria, an advanced automatic speech recognition (ASR) model designed to transform real-time voice communications. As businesses increasingly rely on multilingual customer interactions, Solaria delivers accuracy and scalability, allowing call centres and voice-first platforms to provide seamless, high-quality...

Leaders must start planning for uncertain times

Since returning to office, US president Donald Trump has sewn chaos and uncertainty. Whether he is playing with the idea of a global trade war, or making outlandish offers to buy countries, his calculated attempts to wrong-foot everybody have created...

AI adoption in corporate travel surges, yet support and integration challenges persist

A new study conducted by Serko and Sabre Corporation reveals that AI and genAI are rapidly reshaping corporate travel, with over 90% of surveyed travel managers reporting some level of AI usage. The primary drivers for AI adoption include cost...

Further adventures in consulting: The power to influence the world

One of CXM’s recent hit features highlighted the skills and efforts of a CX consultant. Read “The pros and cons of the CX consulting life, from experts” to catch up if you’re considering stepping into a similar role. This month,...

Primark CEO scandal, CFO turnover surge & OpenAI’s $40B power move

Primark CEO resigns over allegation of misconductPrimark CEO Paul Marchant has resigned after an investigation into allegations of inappropriate behaviour towards a woman in a social setting. Marchant acknowledged his mistake and accepted that his actions fell below the company’s...

Blueshift unveils AI-powered agents to scale marketing personalisation

Blueshift has introduced Customer AI Agents to help marketing teams scale personalization efforts exponentially. These AI-powered agents enable brands to conduct ten times more personalisation experiments by automating decision-making. As the latest addition to Blueshift’s Customer AI Suite—joining Predictive AI,...