Tag: Customer service

Calabrio ONE brings AI to the heart of the contact centre

Calabrio has rolled out a new wave of AI capabilities within its Calabrio ONE suite. These enhancements streamline daily operations, boost agent morale, and foster outstanding customer experiences. By integrating smarter automation and deeper analytics, Calabrio aims to eliminate common...

This week in CX: from AI hype to human impact

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the rise in e-commerce AI spending, shifts in 2025 corporate travel plans, and how AI is enhancing—not replacing—human roles.We’re also discussing new updates from...

Not replaced, reimagined — how AI is elevating human agents

Today’s customers want answers—fast, relevant, and human-like. Yet, many organisations remain stuck in outdated support models, leading to frustrated customers, burned-out agents, and plunging satisfaction scores. Info-Tech Research Group has released its latest report to offer a roadmap for how...

This week in CX: the accessibility wake-up call and AI’s rising role

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the state of mobile app accessibility and the urgent need for improvement, the rising expectations around video content, and how AI is reshaping predictive...

PolyAI redefines voice automation with transparent, scalable Agent Studio launch

PolyAI has rolled out the latest evolution of its flagship platform—Agent Studio. Built from the ground up to be voice-first and omnichannel, this release gives enterprises unparalleled command over how their AI agents behave, learn, and serve.“It’s exciting to introduce...

Smarter support starts here: Capgemini and Google Cloud launch agentic AI solutions

Capgemini has unveiled a major new initiative with Google Cloud to redefine customer experience (CX) through advanced agentic AI. The companies will leverage intelligent automation and real-time insights to streamline support services and boost customer and employee satisfaction.The initiative will...

ServiceNow & 3CLogic give contact centres an AI upgrade

3CLogic is levelling up its long-standing partnership with ServiceNow to launch a fully integrated, AI-powered solution. This new offering combines ServiceNow’s CRM products with 3CLogic’s advanced voice and customer experience tools, creating a seamless end-to-end system for managing employee and customer interactions.The collaboration...

The hidden engine of customer service: why back office WFM matters

Contact centre agents are often the first line of defence — handling queries, resolving complaints, and shaping customer perceptions of a brand. They work to deliver a seamless experience, but their success is not solely dependent on their own skills...

Customers are tired of searching: smarter digital experiences are the future of CX

Coveo’s latest report highlights that despite advancements in AI and digital self-service tools, the customer journey is still riddled with friction—especially when finding accurate, relevant information.Based on a survey of 4,000 consumers across the U.S. and U.K., the report highlights...

Customers crave real human help as brands fall short on experience expectations

A recent InMoment reveals a troubling gap between customer expectations and brand performance, highlighting that many businesses are still missing the mark despite heavy investment in automation and AI. As many as 81% of respondents say they still need to...