Tag: Customer service

Boosting customer satisfaction with a balanced approach to CX and EX  

As AI-driven solutions to improve customer experience (CX) are being heavily invested in by businesses globally, employee experience (EX) can be overlooked. The imbalance can undermine the very outcomes that AI-driven systems are meant to deliver, which is excellent customer...

Suffolk Mobility Solutions takes top prize at the UK Business Awards

Suffolk Mobility Solutions was crowned the Overall Winner at the UK Business Awards (UKAB) in London last week. The firm which specialises in domestic fitouts for people with mobility issues, also took gold in the Best Customer Service – Micro...

This week in CX: how much trust would you place in genAI?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the role of AI in customer service and the level of trust customers and industry leaders have in genAI solutions. We’re also...

Calabrio acquires Echo AI to boost CX and agent performance 

Calabrio has acquired Echo AI, a generative AI-native conversation intelligence platform, boosting its capabilities in customer experience (CX) intelligence, agent performance coaching, and operational efficiency through near-real-time conversation insights.With the global customer experience management (CXM) market projected to grow from...

Why you should sweat the small stuff

Small changes, big impact. How incremental improvements can transform customer experiences, build trust, and pave the way for long-term business success.In any relationship, grand gestures are great but it’s the small things that really show you care. It’s the same...

Calabrio launches CareAI to transform healthcare contact centres

Calabrio has unveiled its new initiative, CareAI, supported by a $30 million investment and $14 million in funding from DIGITAL. The initiative aims to bring advancements to healthcare contact centres by emphasising patient-centred care and operational efficiency.“Calabrio has a strong...

This week in CX: are employees becoming more dissatisfied at work?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the importance of human touch in the age of artificial intelligence, as well as the reasons behind the ‘ productivity theatre’ trend...

Great Southern Bank automates customer service with CXone Mpower

NICE has announced that Australia’s Great Southern Bank is advancing its customer service capabilities with CXone Mpower. Great Southern Bank provides various financial products, including credit cards, home loans, and insurance. Focused on delivering customer-first solutions, the bank is moving...

Chatbot challenges in the telco industry

As telco providers increasingly rely on digital tools to engage customers, chatbots have become a central feature of their online strategy. However, the limitations of chatbots often lead to customer frustration and lost opportunities.Research from 15gifts claims nearly a quarter...

Market Harborough Building Society pushes CX to the top of its agenda

Typically, building societies aren’t considered seething hotbeds of change. But Market Harborough Building Society (MHBS) has been shredding stereotypes as it overhauled its company culture and put customer experience at the centre of its business.The catalyst for change was market...