Customer service

This Week’s Customer Experience News: AI Hangs Over British Gas’s Contact Centre Job Cuts as ServiceNow Posts Record Revenues

This week in customer experience news, British Gas became the latest major brand to undergo contact centre redundancies with the spectre of AI hanging over them, new data revealed that most enterprises have already been forced to pull a live...

87% of Disabled Shoppers Can’t Complete a Purchase Alone, Study Says on European Accessibility Act Compliance

Nexer Digital has published new research on how disabled shoppers actually get on with retail websites, and the numbers are striking. 87% of disabled consumers say they can’t get through a typical shopping journey, from browsing to after-sales support, without...

The Day AWS Accidentally Billed the World Trillions

At 3:38am UK time on 17 July, a major glitch impacted Amazon Web Services’ (AWS) billing system. For a few anxious hours, some of its customers thought they might have accidentally bankrupted a small country. A Hampshire charity that normally pays...

CX Voices: Is Television Dead — And Did It Forget Its Customers? With Jason Bradbury

Television didn’t lose its audience overnight. According to Jason Bradbury, presenter, technologist, and presenter on The Gadget Show for twelve years, it lost them gradually. Through arrogance, inertia, and a fundamental failure to treat viewers as customers worth listening to. In...

84% of Customers Run Out of Patience with AI Support After 3 Tries, Genesys Finds

Customer service now runs on a significantly shorter fuse. New global research from Genesys finds that 84% of consumers will give a virtual agent no more than three attempts to sort out their problem before giving up. Miss that window,...

Infobip Buys SocketLabs to Elevate Email Deliverability

Infobip has acquired SocketLabs, a Pennsylvania-based specialist in email infrastructure. SocketLabs has spent 16 years building the unglamorous but essential parts of email deliverability routing across multiple providers. It has also built observability into whether messages actually land in an...

Your Customer Experience News Roundup: HubSpot U-Turns on Data Sharing Plan and Microsoft Resets Copilot

This week in customer experience news, Microsoft simultaneously shipped new AI agents to general availability and told its 11,000 Copilot staff the product needs to justify its existence, Ofcom issued its largest ever consumer protection fine against a company that...

Microsoft’s AI Sales and Service Agents Leave the Lab and Clock In With General Availability

Microsoft has taken the wraps off its new Sales Agent and Service Agent solutions, confirming general availability across Microsoft 365 Copilot and Dynamics 365. Both tools have been circling in preview for months. The pitch, in Corporate Vice President of Dynamics...

Akixi Aims to Elevate CX Analytics with AI Call Scoring in Unified CX Suite Launch

Akixi has launched CX Suite, adding AI call scoring to a platform that already handled call analytics, recording and CRM integration. This launch positions all four in one login for the first time. The company sells only through service providers and...

Financial Cooperative Desjardins Gave Its Advisors a CRM Shared Memory With Microsoft Dynamics 365, and Customers Noticed

North America’s largest financial cooperative spent years hearing the same complaint: members were repeating themselves. At every touchpoint, whether branch visit, call centre, or online enquiry, the context from the last conversation had evaporated. Staff weren’t indifferent; it was just...

What’s the Difference Between Compassion and Empathy in Customer Experience?

There’s something weird about the language executives use when they’re talking about improving customer experience these days. Everyone seems obsessed with concepts like “customer delight” or “wow moments”, as if consumers are desperate to be dazzled at every turn. More often,...

Why Customer Satisfaction with Brand Communications Is Falling and How to Fix the Strategy, With Scott Draeger

A strong customer communications strategy requires three things: consistency across channels, clean data governance, and a governance model that treats regulation as a floor rather than a ceiling. Smart Communications’ Scott Draeger argues that most organisations are failing on all...