Tag: Digital transformation

Can automation enhance your contact centre experience?

A recent Talkdesk report reveals that many contact centres still rely heavily on live agent interactions despite technological advancements. The data highlights key challenges, such as inefficient IVR systems, lengthy hold times, and agents struggling with time-consuming manual tasks, all...

Struggling with AI? Add the human touch, says SupportNinja

The rapid advancement of AI has ushered in an era of possibilities for businesses, particularly in the domain of customer experience. While the potential for AI to streamline processes, personalise interactions and enhance efficiency is undeniable, the critical question remains:...

Silos are the root cause of your customer experience challenges 

Chances are you work for an organisation that considers itself “customer centric.” In 2025, most organisations have figured out that building experiences that put the customer first is one of the best ways to create lasting customer loyalty and earn...

Voodooism protected, Labour MPs’ WhatsApp scandal, and AI restrictions in workplaces  

Voodooism recognized as protected religious belief in UK tribunal An employment tribunal ruled for the first time that voodooism is a protected religious belief under UK workplace equality laws. The decision came in the case of a council worker who sued...

One in ten sales pros will secretly juggle multiple jobs by 2028

According to Gartner, by 2028, one in ten sales professionals will leverage AI-driven efficiency to work multiple jobs secretly. As artificial intelligence continues to automate routine tasks, sellers will find themselves with surplus time—some of which may lead to “overemployment,”...

Online reviews matter more than referrals in healthcare

The latest report by rater8 highlights that online reviews play a key role in patient decision-making, often surpassing personal recommendations when choosing doctors.“Patients have high standards for care, and they have no qualms about changing providers when they don’t meet...

SurveyMonkey brings personalisation and automation to Salesforce users

SurveyMonkey has announced significant updates to its SurveyMonkey for Salesforce integration, which are now available on Salesforce AppExchange. These updates allow customers to seamlessly automate highly personalised email surveys within Salesforce, improving efficiency and engagement.“Customer experience leaders choose SurveyMonkey because...

Linnworks and Temu partner to expand global ecommerce opportunities

Linnworks has announced a strategic partnership with Temu to facilitate retailers’ operations and grant them access to millions of potential customers through Temu’s rapidly expanding platform.Since its U.S. launch in September 2022, Temu has quickly become a dominant force in...

AI chatbots spreading misinformation, worker exploitation, and holiday nightmare

BBC research exposes AI chatbots’ inaccuracies in current affairs A BBC study found that AI chatbots—including ChatGPT, Copilot, Gemini, and Perplexity—frequently produce factual inaccuracies and misleading content in news responses. Over half of the AI-generated answers reviewed had “significant issues,” including...

Cisco and Mistral AI introduce AI-powered Renewals Agent to streamline customer interactions

Cisco has partnered with Mistral AI to introduce the AI Renewals Agent, designed to revolutionise the renewal proposal process by intelligently integrating insights from over 50 data sources. This AI-powered system consolidates structured and unstructured data, performs real-time sentiment analysis,...