Tag: Customer service

Parloa and Verint Partner to Redefine the Future of Hybrid Customer Service

Parloa has announced a strategic integration with Verint to bring together Parloa’s AI Agent Management Platform (AMP) and Verint’s robust CX Automation Platform, forging a path toward a blended workforce of AI and human agents.“This partnership allows customers to manage...

 USCXA™️ 25 Winners Announcement   

The USCXA™️ ’25 Build-up to the Awards and Awards Ceremony took place yesterday, on June 4th. It brought together top customer experience initiatives across the US and marked a day of joy and celebration.This year’s edition of the USCXA™️ witnessed...

Observe.AI Brings Voice of the Customer to Every Corner of the Enterprise

Observe.AI has announced a major evolution of its GenAI Insights platform, equipping organisations with enterprise-wide access to the voice of the customer (VoC) like never before. This expansion transforms every customer interaction into actionable intelligence, delivered directly through intuitive AI...

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...