Tag: Customer service

AI Copilots Are Saving Support Teams Thousands of Hours in 2025

According to the 2025 Customer Service Benchmark Report by Freshworks, AI in customer service has become a business-critical tool. The data shows that 32% of customer service practitioners already use AI, while 47% of companies that haven’t yet adopted AI...

Crescendo Integrates Amazon Nova Sonic to Deliver 24/7 AI-Powered Voice Support

Crescendo has unveiled a breakthrough in voice automation. By integrating Amazon’s Nova Sonic foundation model, designed specifically for advanced speech recognition and generation, Crescendo now provides businesses with fully automated, human-like voice support across all customer touchpoints. With this new capability,...

This Week in CX: AI Phishing, Impulse Buys & the Frustration Economy

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how Gulf brands are using AI to slash costs while boosting CX, why mobile users are hitting their limit in the frustration economy, and...

Odigo Just Solved the CX Problem No One Was Talking About

As customer experience (CX) solutions grow more sophisticated and more expensive, Odigo asked a different, much-needed question: “In the race to be more advanced, who’s making sure everyone can still afford the basics?” With many providers chasing high-end enterprise features and...

AI Steps Into the Supervisor’s Chair: Intermedia Unveils Real-Time Coaching for Contact Centres

Intermedia Cloud Communications has introduced AI Supervisor Assist, a new AI-powered tool that gives contact centre supervisors the superpower of real-time insight and intervention while calls are still in progress. Designed to help leaders guide their teams more effectively in...

This Week in CX: Inbox Rage, Prime Day Panic & CX Hubris

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored Gen Z’s complex relationship with email, the surge of AI-driven scams targeting Prime Day shoppers, and innovative customer service breakthroughs from GCXA winners, such...

Only 1 in 10 Companies Excel at AI-Driven Customer Conversations, Study Finds

A new study by Harvard Business Review Analytic Services, commissioned by Infobip, reveals a gap between ambition and reality when it comes to customer experience. While 93% of business leaders acknowledge the importance of delivering meaningful, human-like conversational interactions, only...

AI Agents Are Winning Hearts, and Here’s the Proof

Over half of users (63%) now believe AI agents can resolve their issues accurately, which is a dramatic increase from just 36% before seeing one in action. A new study from Intercom reveals how consumer attitudes toward AI-powered 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...