Tag: Customer journey

How Orange Business Plans to Stay Ahead by Rethinking Its Entire Digital Backbone

Orange Business is in the midst of a sizeable transformation designed to modernise how it operates, delivers services, and competes in a market increasingly shaped by AI, automation, and customer expectations for speed and simplicity. At the heart of this overhaul...

No More Blind Spots: RingCentral Cracks the Code on the Full Customer Journey

RingCentral has unveiled new enhancements in customer experience technology with the introduction of its new Customer Journey Analytics and the general availability of AI Agent Assist. These innovations, part of the RingCX platform, offer organisations a unified, AI-driven approach to...

Airship launches no-code tools for real-time, personalised CX

Airship has rolled out two new no-code capabilities, Branching and Custom Views, to give customer experience teams the power to build rich, personalised journeys without writing a single line of code. The updates are part of the Airship Experience Platform...

The future of payments is invisible, instant, and everywhere

There’s a moment Alexander Berrai recalls that sums up how far we’ve come in the world of payments. “Just a few years ago, you had to dig out your wallet, slot the card into the machine, type your PIN, and take...

Nearly 60% of consumers prefer AI agents over humans

A new report by Conversica reveals that nearly 60% of buyers are ditching human representatives in favour of AI agents. Are we witnessing the dawn of a new era in sales where artificial intelligence reigns supreme? The latest findings suggest...

Invoca’s Adobe integration bridges digital and offline sales

Invoca has launched an AI-powered integration with Adobe Experience Platform (AEP), bringing real-time conversational data into the omnichannel mix. This integration allows brands to track not just clicks and online behaviour but also the critical moments when customers pick up...

Are CDPs the new prince charming of DCX?

In the early days of the digital, everything was simple. We managed our work with websites, basic customer information, and a few marketing tools. But like all fairy tales, this one came to an end. Over time, business got more...

APS embeds VoC into heart of operations

APS Bank is leveraging customer feedback to provide a competitive edge. In the last year, the Malta-based bank has captured feedback from the equivalent of 20% of its customer base, via HappyOrNot terminals based in its branches. “This enables us to...

Lenovo’s gold award for complaint handling higlights dedication to customer satisfaction

Lenovo’s EMEA Customer Care Team has won gold for Best Complaint Handling at the European Customer Experience Awards 2024. As a central hub for resolving customer issues, the team provides quick, clear communication and personalised solutions that consistently meet or exceed...

Extra MSA boosts customer experience with major investment

Extra MSA, UK motorway services provider, has invested in new software to improve customer satisfaction. The company has partnered with Reputation to gather and analyse customer feedback, allowing for faster service improvements. The new software investment will provide valuable customer insights and...