Tag: CX news

AWS takes contact centres to the cloud

AWS wants businesses to abandon their contact centre infrastructure and move it to the cloud. To win them over, it has rolled out Amazon Connect, a cloud-based contact centre product, which promises rapid setup, consumption-based pricing and AI-powered functionality. “Contact centres...

Shell eyes BP, workers eye rights, businesses eye recovery: three fronts in the UK economy

Shell weighs historic BP acquisition as shares slideShell is reportedly exploring the possibility of acquiring rival oil giant BP, according to Bloomberg. The potential takeover—still in early discussions—could mark one of the oil and gas industry’s largest deals, combining two...

Amperity says it can fix enterprise data problems holding back AI

Most companies want to use AI to power smarter customer experiences, but they’re still stuck on step one: getting their data in order. Amperity thinks it has the fix.The Seattle-based customer data firm has launched what it calls the first...

Americans cut back on spending as tariffs fuel a new age of caution

From cutting second vacations to skipping the wine with dinner, American consumers are drawing a harder line on spending, and it’s not just inflation fatigue. According to the KPMG’s Consumer Pulse Summer 2025 report, economic anxiety is no longer a...

New Alorica system claims to catch harmful content 500x faster without losing the human touch

Alorica is working to make digital spaces safer by pairing fast-learning AI with experienced human moderators.The global BPO firm just launched an upgraded version of its Digital Trust & Safety platform, claiming it can detect harmful content and online threats...

Gatwick pay disputes, M&S cyber fallout, and the growing demand for sabbaticals

M&S halts hiring amid ongoing cyber attack disruptionMarks & Spencer has paused all recruitment following a major cyber attack over the Easter weekend that disrupted online orders and left stores with empty shelves. The retailer has removed all job postings...

This week in CX: AI won’t save bad marketing

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how brands can stop annoying their customers by finding the balance in personalisation, the double-edged power of AI-driven ads, and why reskilling is now...

AI fuels CPaaS expansion, supermarkets battle for price leadership and AI nudification apps face scrutiny

Supermarkets ramp up price wars with record promotional spendingUK supermarkets are spending hundreds of millions on special offers as competition intensifies amid the cost of living crisis. Nearly 30% of sales were on promotions in April, with Tesco and Sainsbury’s...

Five9 and Salesforce tighten ties with new AI bundle for contact centres

Five9 has launched a new product and services bundle designed to streamline how businesses use its contact centre technology with Salesforce’s customer service tools, marking a deeper phase in the companies’ long-running partnershipUnveiled this week, Five9 Fusion for Salesforce combines...

HSBC UAE seizes top prize at GCXA 2025

HSBC UAE rounded out a successful day at the Gulf Customer Experience Awards (GCXA) by claiming the Overall Winner Award. The global bank also claimed golds for the Best Customer Centric Culture — over 1,000 employees, Best Complaint Handling...