Tag: Digital transformation

Cisco deploys gen AI to elevate customer experience

Cisco has revamped its customers’ digital experience with an extensive rollout of generative AI.The networking giant has quietly used artificial intelligence to build and train data science models to create predictive ‘next best experiences’.The team started blending generative AI into...

Cloud technology is the frontier for customer experience and personalisation

In an age where customers want hyper-personalised interactions, cloud technology is slowly becoming a key enabler for organisations that want to provide seamless, tailored experiences. Cloud-based tools are changing the way businesses communicate with consumers by enhancing real-time interaction and...

BT Group slashes carbon footprint and boosts productivity

In the summer of 2023, Darren Bayney was working as a business service enablement consultant with BT Group. He’d been tasked with forensic examination of the firm’s sprawling business field services operations, with an eye on improving the sustainability credentials...

AI-Powered post-purchase experiences on the rise in UK eCommerce

UK retailers are doubling down on AI to enhance the post-purchase experience.According to research from Scurri and IMRG, UK e-commerce businesses are rapidly adopting AI solutions to streamline and improve the customer journey after purchase. By 2025, AI will power...

Nearly 80% of European drivers ready to embrace AI-powered voice assistants

According to the latest survey by SoundHound AI, nearly 80% of regular drivers are inclined to adopt voice assistants with generative AI capabilities in their vehicles if available.“Over the last 12 months of deployment, it’s become clear that those early...

CXM proudly announces the third edition of CXM Review: CX at the Crossroads

Two years ago, in October of 2022, Customer Experience Magazine released the first printed and digital magazine focusing on reviewing the past year in CX. Since then, we have committed to bringing you special annual publications. Now, we are proud...

Most retailers say generative AI boosts operational efficiency

According to a recent Syndigo report, nine out of ten retailers already use generative AI to enhance customer experiences. The most common applications include personalisation, search and discovery, and marketing and promotions, with 85% of retailers employing AI for customer...

81% of Americans regularly use voice technology

A new survey from TELUS Digital shows that voice technology is becoming a key part of daily life for Americans, with 81% of consumers utilising it regularly at home or work. Over the past year, 68% have increased their use...

Uber’s AI assistant enhances the EV experience for drivers

Uber has introduced a new AI assistant designed specifically for U.S. drivers. Starting in early 2025, this chatbot, powered by OpenAI’s GPT-4o, will be integrated into the Uber driver app, providing real-time assistance on all things EV-related.The AI assistant will...

Work or shop? 46% of Brits admit to mobile shopping on the job

According to a new survey by Attentive, nearly half (46%) of Brits admit they’ve shopped from their phones while at work.Gen X took the lead, with more than 50% admitting to shopping on their phones during work hours. Not far...