Tag: Customer service

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...

Brits Lose Patience with Poor Customer Support, and They’re Not Afraid to Walk Away

According to new research by Quantum Metric, more than half of Brits (57%) have abandoned a purchase simply because of poor customer support, proving that bad service doesn’t just hurt brand perception — it hits the bottom line. Whether it’s...

AI Is Running Customer Service. Are You Ready for It?

Artificial intelligence has moved out of the sci-fi world and into everyday life, now powering the backbone of most customer service desks. In 2025, the role of AI has expanded beyond simple automation, evolving into a sophisticated orchestration of personalised,...

AI or Goodbye: The New Rules of Customer Experience in 2025

According to Verint’s new State of Customer Experience 2025 report, 86% of U.S. consumers now recognise the value of artificial intelligence in customer service interactions. Among 18-to-34-year-olds, that number soars to 98%, signalling a major generational shift in expectations. AI isn’t...

AI-Fueled Deepfakes Trigger Surge in Voice Fraud

Pindrop has just released its 2025 Voice Intelligence & Security Report, and the findings are both staggering and urgent. The report sheds light on a rapidly evolving fraud landscape dominated by AI-powered deepfakes and synthetic voice attacks that are targeting...

Calabrio Unveils Smarter Agent Support with New Performance Management Platform

Calabrio has introduced the Performance Management solution to transform how contact centres approach agent performance, moving away from outdated, fragmented systems toward a holistic platform that boosts engagement, cuts attrition, and elevates customer outcomes. This new solution is part of the...