Tag: CX news

Aircall’s new AI voice agent promises 24/7 call coverage without breaking the bank

To help growing businesses manage missed calls, Aircall has launched its new AI Voice Agent, a virtual call handler that never sleeps, never calls in sick, and doesn’t cost a fortune.Announced today, this always-on assistant is designed to answer inbound...

Americans prefer chit-chat with AI over tapping and typing

Americans like to talk. A lot. So much so that chatting with their AI tech now beats tapping or typing.According to the AI Gap Study by Iris Flex, U.S. consumers are now twice as likely to speak to their smart...

Survey reveals Americans’ biggest tax season fears

A new survey reveals how Americans really feel about tax season and the unusual tactics some use in pursuit of a larger refund.The research, commissioned by tax software provider TaxAct, polled 1,000 adults across the U.S. and uncovered a mix...

This week in CX: the rise of human-centric leadership

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we explored the push for human-centric organisations, the influence of consulting, Gen Z’s growing dislike of credit cards, and why Brits shy away from salary discussions.We’re...

HBX Group leverages AI to turbocharge customer experience

It was a nine-year journey to get HBX Group to its IPO in February of this year. The €725 million raised from the public offering is expected to go towards paying down debt and accelerating the next phase of growth...

Brand loyalty is on thin ice. Two strikes and you’re out, says new report

Consumers are running out of patience, brands are on notice—mess up twice, and 70% of your customers will walk away. That’s the stark warning from Emplifi’s latest report, The Social Pulse: State of Consumer-Brand Engagement on Social Media in 2025....

TrampolineAI promises to end healthcare contact centre headaches

Healthcare contact centres are infamous for long wait times, repeated explanations, and frustrated members stuck in an endless loop of transfers. But TrampolineAI, a new AI-powered contact centre platform, claims it can finally cut through the chaos with real-time intelligence...

Teknosa rolls out personalised, location-based offers to customers

Teknosa, a consumer electronics retailer in Turkiye, is sending out to its customers, based on their location. Launched in November, the service enables the retailer to send a personalised invite via its app or SMS to customers if they are...

Forrester says AI agents and influencers are running B2B buying and companies need to catch up

Forrester is calling time on old-school B2B sales strategies. According to new research unveiled at B2B Summit North America, buyers have moved on, but most B2B organisations haven’t. Today’s decision-makers are younger, rely on AI agents for research, and trust...

Primark CEO scandal, CFO turnover surge & OpenAI’s $40B power move

Primark CEO resigns over allegation of misconductPrimark CEO Paul Marchant has resigned after an investigation into allegations of inappropriate behaviour towards a woman in a social setting. Marchant acknowledged his mistake and accepted that his actions fell below the company’s...