Virgin Media O2 has announced a new collaboration with the Institute of Customer Service (ICS) to launch a bespoke, accredited training programme for its contact centre staff. The initiative aims to equip agents with the skills necessary..
Spendflo has launched Flo AI, an autonomous procurement workforce designed for mid-market companies. Flo AI runs the complete procurement lifecycle: intake, approvals, vendor management, contract review, and accounts payable..
The Namibian government aims to bolster its national service standards with the launch of the National Customer Service Excellence Initiative. Spearheaded by the Ministry of Environment, Forestry and Tourism, alongside the Ministry of Home Affairs..
Texas-based customer experience provider ContactPoint 360 has announced a new service delivery model, placing embedded AI at the core of its global operations. The company is moving to position CX as growth infrastructure..
NiCE has announced the launch of a joint solution with ServiceNow designed to close the functional gap between customer engagement and back-office execution. By integrating NiCE’s CXone platform with ServiceNow Customer Service Management (CSM)..
Quiq has announced the expansion of Voice AI and a rebranding, marking a strategic pivot toward moving AI from experimental pilots into full-scale production. The update addresses a common pain point in the CX industry..
SAP has launched its Autonomous Enterprise strategy at the SAP Sapphire 2026 conference, signaling a shift toward agentic AI and end-to-end process automation. The announcement centers on a unified SAP Business AI Platform..
Today, voice AI startup Vapi announced a $50 million funding round to make all calls extraordinary. Amazon, New York Life, Intuit and others use Vapi’s API-native enterprise voice AI platform for building, deploying, and managing voice agents at scale..
One bad sentence can break trust faster than a late delivery or a billing error. Customers can forgive problems. They rarely forget being brushed off, blamed, or talked down to. Here are 50 things you should never to say to a customer..
AI is great at speed and routine support. But when the cost of being wrong is high, human judgment still makes the better call. That’s the difference between useful automation and customer experience that holds up under pressure..
In this article, we’ll examine the customer lifecycle, explain how to capitalize on every stage of it, and discuss how working through the customer lifecycle can turn your business from a hobby into a moneymaker..
Deploying AI-powered document detection on mobile devices presents a fundamental engineering constraint: the models that deliver the highest accuracy on server hardware are typically far too large and too computationally demanding..
ASAPP has announced an expansion of its Customer Experience Platform (CXP), introducing a system of purpose-built AI agents designed to manage end-to-end customer service operations..
Holonomics Publishing has announced the release of the second edition of Designing Customer Experiences with Soul, authored by Simon Robinson and Maria Moraes Robinson. The updated edition introduces a revised operating system..
AskNicely has announced the launch of Reputation Manager. The new solution is designed to help organizations consolidate fragmented customer feedback into a unified stream, allowing brands to convert sentiment into measurable growth..
Microsoft is introducing three distinct AI agents—Customer Assist, Quality Assurance, and Service Operations—designed to work in tandem to manage the end-to-end lifecycle of customer service operations..
The Gap Model of Service Quality is a simple way to spot where service goes wrong. It looks at the distance between what customers expect and what they believe they received. A small mismatch can turn into a customer who never comes back..
According to a recent survey of customer service and support leaders, 85% are expanding the responsibilities of human agents as AI begins to absorb routine volumes. The research, conducted by Gartner..
Superloop has unveiled its next-generation AI assistant, Teddy, marking a shift from traditional chatbots toward action-oriented digital support. Teddy is integrated directly into the Superloop app and website..