Tag: customer support

Dragons’ Den Magnate’s Retail Chains Boost Customer Support With NiCE CXone

UK shoppers are very familiar with the name Theo Paphitis of Dragon’s Den fame. The series, known as Shark Tank in the US, Who Wants to be my (Business) Partner in France, and Cave of Lions in Germany, saw him...

Amazon AWS re:Invent Kicks Off With An Explosive AI CX Show

Amazon will dominate the news this week, with a full four-days of AI, CX and cloud stories out of the AWS re:Invent event. After some early healthcare agentic-powered news, the massive AWS event kicked off for a blizzard of news...

Customer Tech Support for Turkeys Goes AI This Thanksgiving

Everything else around this Thanksgiving in the US, and Black Friday around the world, seems to revolve around AI this year, so why not the humble tradition of cooking a turkey? Ignoring the maniacs dunking frozen birds in boiling oil, this...

Zoom and Oracle Link Up to Simplify Enterprise Customer Support

Zoom and Oracle are teaming up to help companies handle customer support with less friction and more intelligence. The deal lets Zoom’s customer platform work with Oracle Cloud, mixing communication tools and dependable tech in one place. This means Zoom can...

Fixing Broken Links in Retail’s Mobile Customer Service Chain

When a purchase goes wrong, mobile customer service often becomes the lifeline between a shopper and the brand. At its best, it can resolve issues in minutes; at its worst, it leaves customers stuck in a loop of delays and...

More Than Half of Customers Now Start Support Journeys Outside Company Channels

A new Gartner survey has revealed that 51% of service journeys now begin on third-party platforms such as Google, YouTube, and generative AI tools like ChatGPT, often without customers ever visiting a brand’s official channels. This trend is particularly strong among...

UK Retailer Currys Launches CX-Boosting AI Video Service Technology

In a collaboration with Vyn’s Video Intelligence Platform, UK tech and white goods retailer Currys aims to boost its service delivery operations and customer experience for millions of buyers when they suffer a technical problem. Currys’ retail customers can use quick...

71% of Consumers Are Fine with AI Support If It’s Upfront

AI might not be winning everyone’s trust just yet, but it’s definitely getting better at customer care, at least according to consumers. A new report from customer engagement platform Emplifi finds that 71% of people are satisfied with their AI-assisted...

68% of customer support could be AI-driven by 2028, says Cisco

Shorter hold times and far fewer humans might be the new normal in the contact centres of the future, reveals a new global study from Cisco. By 2028, 68% of interactions between businesses and their technology vendors will be handled...

Sky making 2,000 UK contact centre workers redundant as all-AI CX looms

Sky’s commercial business across TV content, broadband and mobile continues to pop out all sorts of exciting news. This week saw it start to dabble in the digital shorts market (a massive trend in Asia) that could change viewing habits...