Tag: Customer service

USA Today Highlights America’s Best Customer Service Brands

Less an award and more a group hug, USA Today has published its roundup of best-performing customer experience brands, with some 600 companies recognised for delivering the best service. The headline summary according to the study by USA Today is...

Amazon AWS re:Invent Kicks Off With An Explosive AI CX Show

Amazon will dominate the news this week, with a full four-days of AI, CX and cloud stories out of the AWS re:Invent event. After some early healthcare agentic-powered news, the massive AWS event kicked off for a blizzard of news...

Contact Centre Expo Roundup: Blending AI and People Skills

After a hectic couple of days, Contact Centre Expo from London’s ExCel Arena has come to a end. From running around the floor, a welcome feeling given the freezing weather outside, bagging key vendor interviews, and gathering insights and trends...

This Week in CX: Insight That Could Change Your 2026 Plans

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how London Luton Airport is expanding career pathways for the next generation, examined the growing concerns around an AI bubble and its impact on...

The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency

In October 2025, thousands of contact centers faced a real nightmare head-on. Phones rang, dashboards froze, chatbots blinked out, all because somewhere, deep inside a hyperscaler’s data center, a DNS misfire took the world down with it. The October 2025...

BPO Customer Service Solutions: How Outsourcing Is Rewiring Modern CX

Not long ago, BPO customer service solutions were pretty simple. Companies used outsourcing as a kind of safety net; a way to save money when call volumes spiked or teams were stretched thin. But today’s reality is different. Leading brands...

This Week in CX: From AI Controversies to Retail Innovation

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored the latest in CX and innovation, from the critical role of human judgment in AI-powered customer experiences to the winners of the ICXA25 and...

This Week in CX: Where Innovation Meets Empathy

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored why AI isn’t fixing retail marketing bottlenecks, how award-winning brands use it in CX, and what multimodal tech and shadow IT mean for the...

How Award-Winning Brands Use AI for Customer Service: Real Examples from Winners

A few years ago, “AI in customer service” meant a chatbot that got stumped by basic questions and a queue that never ended. We’ve all been there, typing “speak to an agent” like our lives depended on it. The brands pulling...

This Week in CX: Fauxductivity, Fraud Fighters & Feel-Good Teams

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how busyness doesn’t always equal progress, why fraud teams are becoming banks’ biggest trust builders, and how self-service AI could put consumer confidence at...