Tag: CX news

Asda job cuts, workplace exclusion, and rising shoplifting

Shoplifting and abuse on the rise in the UK According to a British Retail Consortium survey, nearly a quarter of Britons have witnessed shoplifting or abuse of retail workers in the past year, with Nottingham and London among the worst-affected cities. Retail crime...

Healthplans.ai claims it can slash costs and fix compliance for health plans

A new player has entered the healthcare AI scene, and it’s making some bold promises. Healthplans.ai has officially emerged from stealth mode, claiming its AI-driven solutions can overhaul the way health plans operate, cutting costs, streamlining processes, and ensuring regulatory...

This week in CX: why CX teams need niche skills to tackle growing threats

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we explore the shifting CX landscape—from the rising demand for niche skills and the burden of mundane tasks to the growing threats of deepfake fraud and...

AudioCodes expands Live Platform with AI-powered services to boost CX and EX

AudioCodes has expanded its Live platform with a suite of AI-powered value-added services (VAS) designed to enhance customer and employee experiences for enterprises. The initiative enables service providers and channel partners to differentiate their offerings and tap into new revenue...

Talkdesk’s always-on service helps customers while humans sleep

In a world where customers expect instant service but businesses stick to traditional hours, Talkdesk is stepping in with a night shift that never clocks out. The global AI-powered CX provider has launched Talkdesk After Hours, an always-on service that...

Consumers say AI could fix customer service but only if companies get it right

Consumers are optimistic about AI’s potential to improve customer service, but only if businesses are able to deliver it right. A new Genesys report shows that 64% of consumers expect AI to enhance both the speed and quality of service...

Southwest Airlines ends its 60-year-old free checked bag policy

Southwest Airlines has announced it will start charging customers for checked bags, ending its almost 60-year-old policy. Taking effect for flights booked after May 28th, the decision ends decades of the airline’s signature offering which served as a key differentiator...

ALDI turns to AI to write product descriptions

ALDI is letting artificial intelligence do the talking, at least when it comes to its online product descriptions. The discount grocer has partnered with Digital Wave Technology to automate and enhance its digital product copy, aiming to improve accuracy, boost...

Wayward compass: How silos lead to customer confusion and lost revenue

Silos are like walled-off islands within an organization—separate, isolated, and often resistant to change. While they may serve as capable ecosystems for specific teams or departments, they also stifle financial growth, slow down decision-making, and create inefficiencies that ripple across...

GoTo shifts gears with new AI-powered platform for car dealerships

GoTo has introduced GoTo Connect for Automotive, an AI-driven communications platform tailored specifically for car dealerships. The platform aims to enhance customer interactions and support dealerships in driving growth through improved sales and customer loyalty.With less than one-third of dealerships...