Tag: Customer service

This Week in CX: How to Lose a Customer in 10 Seconds

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored everything from the hidden cost of poor accessibility and how conflict avoidance is quietly killing team dynamics, to Sephora’s retail glow-up with Lyft.We’re also...

This Week in CX: Late Payments, Lousy Loyalty, and CX Gold

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the bold, the surprising, and the overdue in customer experience – from Wizz Air’s “pay to stay behind” strategy and the UK’s instant payment...

Over 50% of Customers Want AI to Talk for Them, Says Gartner

By 2028, customer service will look drastically different, and the shift is already underway. According to a recent Gartner survey, 51% of customers say they’d be happy to let a GenAI assistant handle support interactions on their behalf. That’s not...

Genesys Brings Intelligent Autonomy to Customer Experience

As businesses look to unlock new frontiers in customer engagement, Genesys has unveiled Genesys Cloud AI Studio and its first feature, AI Guides, a combination built to transform how brands deliver intelligent, personalised service at scale.With 80% of business leaders...

Text Me, Don’t Email Me: The Retail CX Wake-Up Call

New research from UJET reveals a major shift in what truly influences consumer buying decisions. Hint: it’s neither AI nor a fast reply. It’s not even empathy from human agents. Today, nearly half of consumers (46%) say a mobile-friendly customer...

Hotel Staff and Travel Agents Just Got AI Teammates, Meet Talkdesk Experience Clouds 

Talkdesk is stepping up to meet the chaos and complexity of modern travel and hospitality by launching two industry-specific solutions: Talkdesk Travel Experience Cloud and Talkdesk Hospitality Experience Cloud. These new platforms are designed to tackle some of the most...

AI Agents Are Growing Fast, And Salesforce’s Agentforce 3 Keeps Them in Check

Salesforce has introduced Agentforce 3, an upgrade to its digital labour platform, aimed at helping enterprises deploy, manage, and scale AI agents with unprecedented control and visibility. With over 8,000 customers adopting the platform and AI agent usage increasing by...

Would You Fully Trust an AI with Your Customer Service? Cognizant Thinks You Should

Cognizant has joined forces with Google Cloud to introduce Cognizant Autonomous Customer Engagement—a fully AI-led contact centre platform designed to reshape how companies interact with customers. The solution aims to create hyper-personalised, responsive experiences across every step of the customer...

This Week in CX: From Inbox to Espresso — AI Is Taking Over

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how agentic AI like Freshworks’ Freddy is transforming customer service, the rise of AI-written messages and RCS communication, and how companies like Starbucks are...

Freshworks’ Freddy: Agentic AI Launched at Refresh, Mika Yamamoto Explains It All

Freshworks took over Arsenal’s Emirate’s Stadium in London last week for the Refresh Europe event, with partners, customers, prospects and CXM in attendance. The main focus of the event, aside from the value Freshworks provides through the ease-of-use in Freshdesk...