Tag: Customer service

Brands must rethink customer service in the AI era

Despite customer service being a critical factor in shaping brand perception, only 45% of consumers express satisfaction with the service they receive. This gap presents a significant opportunity for brands to improve customer interactions and foster loyalty. A recent report...

This week in CX: why CX teams need niche skills to tackle growing threats

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we explore the shifting CX landscape—from the rising demand for niche skills and the burden of mundane tasks to the growing threats of deepfake fraud and...

Consumers now expect AI interactions, says Five9 CX report

New CX reports are coming out thick and fast recently, with intelligent CX and unified comms specialist Five9 delivering its “2025 Customer Experience Report – Consumer Edition”.Highlights from the report include the rapid adoption of AI across businesses, and its...

Email isn’t dead—but bad email strategy could be killing engagement

Acoustic has released its 2025 Marketing Benchmark Report: Measure How You Stack Up and Learn Tips to Improve Your Strategy. This report offers an in-depth analysis of current trends in email marketing, automation, and personalisation. It emphasises email’s continued dominance...

Wayward compass: How silos lead to customer confusion and lost revenue

Silos are like walled-off islands within an organization—separate, isolated, and often resistant to change. While they may serve as capable ecosystems for specific teams or departments, they also stifle financial growth, slow down decision-making, and create inefficiencies that ripple across...

Human-like AI comes to phone support with Gladly’s Sidekick

Gladly has launched Sidekick on Voice, a solution bringing personalised, AI-driven support to phone calls. While phone support remains a vital customer channel, current experiences often fall short. Long wait times and impersonal automated systems leave customers frustrated.Traditional ticket-based platforms...

This week in CX: is Gen Z’s phonophobia a myth?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re exploring topics such as BambooHR’s training program addressing Gen Z’s phonophobia, their surprising preference for phone calls in customer service, and the future of leadership.We’re...

Is your CX strategy obsolete? How AI is revolutionising customer insights

The customer experience (CX) landscape is evolving, changing how businesses connect with consumers and redefining expectations at every touchpoint. The rise of AI, the abundance of data across channels, and the increasing expectation that organisations offer personalised omnichannel experiences are...

Salesforce unveils Agentforce 2dx – AI agents that do more than assist

Salesforce has launched Agentforce 2dx, the latest version of its digital labour platform designed to integrate autonomous AI agents seamlessly into business operations.Agentforce 2dx reveals proactive AI agents that work behind the scenes, executing tasks and optimising workflows without constant...

Sanas AI changes call centre agent voices for CX clarity

The value of a human call centre agent can never be underestimated for consumer-facing businesses. But a thick accent can damage that experience. French call-centre provider Teleperformance SE has partnered with Sanas, a provider of speech understanding technology, to solve...