Tag: Customer service

This week in CX: Gen Z, Pharma Innovation & Beauty Retail Warnings

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how Gen Z rethinks workplace communication, why beauty shoppers feel overwhelmed, Pfizer’s new CX metric for pharma reps, and the pitfalls of poor personalisation.We’re...

Ipsos Presents a UK CX State of the Nation Update

Among a blistering day of CX round tables and networking events in London last week, host Ipsos took time to share its latest insights into the changing landscape of customer experience. During a lively presentation (see image gallery).  Ipsos Director of B2B...

AI Gets Smarter, But Customers Want More Than Intelligence

According to Twilio’s latest survey, artificial intelligence is transforming customer experiences, but it’s trust and relevance that ultimately drive long-term value. Drawing from over 7,600 consumers and more than 600 business leaders across 18 global markets, the report shows both...

Gartner: Most Customer Service Agents Fail to Promote Self-Service Tools

Despite the rising importance of self-service in enhancing customer experience and lowering operational costs, a new Gartner survey reveals that most customer service agents are failing to actively promote these options. According to the survey, 60% of agents do not...

AI Interviews, Human Insights: Discuss Launches “Discuss Now” for Market Research

In a world where global tariffs, shifting regulations, and rapidly evolving consumer preferences are forcing brands to rethink everything from packaging to messaging, speed and precision in decision-making are no longer optional—they’re essential. To meet this challenge, Discuss has launched...

AI isn’t enough: trust and human insight still win in CX

The customer experience landscape is rapidly evolving, and new research from Five9’s 2025 Business Leaders Customer Experience Report reveals just how much. Based on insights from the U.S., U.K., and Canada, the report shows that while artificial intelligence is already...

This week in CX: when bots break rules and brands break trust

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how AI agents are posing new identity security risks, the fallout from Adidas’s customer data breach via a third-party vendor, and the growing mistrust...

Compliance as the backbone of AI-powered chatbots in customer service

You’ve likely interfaced with an AI chatbot in a customer service setting. In fact, it’ll likely become more common as the AI call centre industry is expected to reach $4.1 billion by 2027. While AI chatbots provide time and cost...

Cegeka picks Talkdesk to power next-gen AI-driven customer experience

Talkdesk has announced a new partnership with Cegeka, an international IT services provider. The collaboration will see Cegeka adopt the Talkdesk CX Cloud platform to transform its customer support operations with cloud and AI capabilities.By implementing Talkdesk’s modern CX technology,...

Mitsubishi Motors Canada introduces AI-powered assistant

Mitsubishi Motors Canada has revamped its online customer journey with the introduction of an AI-powered Intelligent Companion (IC). The virtual assistant provides prospective buyers of the 2025 Outlander a personalised, interactive, 3D guide to the vehicle’s features. “For us it is...