A retailer sees a shipment is delayed, checks the order, and contacts the buyer before the tracking page becomes a source of frustration. That small moment can turn a complaint into relief. That is the promise of anticipatory customer service..
US retail chain Kohl’s has announced the appointment of Arianne Parisi as Chief Customer Officer (CCO), a newly created position aimed at streamlining the company’s end-to-end customer experience strategy..
AutoQA and conversation intelligence vendor evaluagent has announced a strategic partnership with Fynto, an advisory firm that connects enterprises with CX technology and outsourcing providers. The agreement marks the latest addition..
Crescendo today launched Crescendo Customer Experience Platform, an AI-native platform that consolidates CCaaS, ticketing, workforce management, quality assurance and knowledge. Specialised AI agents run all of it end to end..
Every successful company has the need to hire people who have the skills and personalities needed to build a winning customer service team and to drive revenues. John Tschohl explains that while skills can be taught, attitude is king..
Verizon has expanded its strategic relationship with Google Cloud, announcing a new agreement to deploy Google’s full-stack AI capabilities—including Gemini Enterprise and advanced data infrastructure—across its CX touchpoints..
When starting a brand, finding the right name can be one of the most difficult tasks. In a very small physical space, brand owners must convey what they do, who they are, and what makes them special. Here are the steps you can take..
Car shipping has a pricing problem. Quotes for the exact same route — same vehicle, same dates — can vary by $300 or more depending on which company you ask. The instinct is to take the lowest number. That instinct is frequently wrong..
Anticipation is building across the continent, with organisers of the European Contact Centre & Customer Service Awards (ECCCSAs) 2026 revealing the finalists for this year’s awards. Now in its 26th year, the ECCCSAs celebrate the people..
Healthcare technology provider Clearwave has launched its new AI Patient Engagement Platform, introducing an agentic AI workforce designed to handle heavy administrative workloads across the end-to-end patient lifecycle..
Bus operator Stagecoach South has launched a dedicated mobile customer service bus aimed at providing face-to-face assistance to passengers across West Sussex, Hampshire, and Surrey. The mobile support unit will tour town centers and community events..
A new report published today by Epsilon, a global leader in data and identity, investigates the gap between consumer intent and marketer expectations, based on a survey of 2,000 UK adults and 200 marketers..
Founded by product and technology leaders from Amazon, Stripe, Gojek, and Razorpay, Echovane has raised $1 million to build AI agents that execute market research end to end, used by Fortune-500 companies including P&G, Haleon, and Kantar..
The era of firms burning through artificial intelligence “tokens” with little regard for cost has come to an end, according to a leading industry figure, as the withdrawal of price subsidies forces businesses to confront how little value AI spending has delivered..
8×8 has announced a series of platform enhancements that extend AI-powered intelligence, routing, and automation across entire organizations. The latest release spans conversational intelligence, AI agent development, enterprise routing..
Two-thirds of online shoppers feel nervous the moment they click the buy button. That doubt has nothing to do with your product and everything to do with whether their order arrives complete, on time, and intact. Get it right and customers come back..
Glassbox, the digital experience intelligence platform company trusted by seven of the ten largest U.S. banks, today announced Glassbox Pulse, an AI-powered operational intelligence engine, and the Glassbox MCP Server which provides enterprise AI systems..
Onton today announced the launch of Ontology 1, a trust and authenticity model for the emerging agentic web, where AI systems increasingly research, recommend, and execute consumer purchasing decisions on behalf of real people..
What role will AI play in the daily operations of the contact centre? That was the question underpinning discussions at Avaya Journeys UK, where speakers explored how organisations can connect AI with customer interactions..