Business leaders are under increasing pressure to prove that every dollar spent on CX technology, personnel, and training translates directly to the bottom line. Learn how to maximize CX ROI in 2026..
Virgin Media O2 has revealed that its ongoing digital transformation has eliminated 1.3 million unnecessary call transfers over the past year, by integrating AI-driven routing and a massive agent upskilling initiative..
FirstComm has entered the next generation of business communications with the launch of AscendOne, a unified platform designed to bridge the gap between UC, CC and Artificial Intelligence (AI)..
In an era dominated by chatbots and AI-driven support, it is easy to assume that technology is the sole future of customer service. However, the most memorable customer experiences are almost always human..
Diabolocom has been awarded the 2026 European Technology Innovation Leadership Award by Frost & Sullivan. The accolade recognizes the vendor’s excellence in the Customer Experience Platform industry..
Five9 has announced an expansion of its partnership with Google Cloud, debuting a new joint Enterprise CX AI solution designed to help large-scale organizations deliver seamless, AI-driven customer experiences..
Resolving support incidents quickly is not just about clearing a ticket queue; it is a fundamental component of business growth. Long wait times lead to poor customer experiences, which correlate with lower sales..
Google is officially entering the race for purpose-built retail AI, signaling a major shift in how brands interact with consumers. The search giant has unveiled a suite of tools designed to help retailers deploy AI agents..
Every time a customer interacts with your brand, they leave a trail. They might click a link in an email, linger in a specific aisle of your store, abandon a cart, or leave a review on a third-party site. These are customer signals..
The global market for customer journey mapping (CJM) software is on a steep upward trajectory as enterprises increasingly pivot toward sophisticated, experience-led growth strategies..
Talkdesk has announced the launch of Commerce Orchestration, powered by its Customer Experience Automation (CXA) platform, alongside the debut of the Talkdesk Consumer Goods Experience Cloud..
Customer service, support and care have become decisive competitive battlegrounds for organisations. Outsourcing to the Philippines is evolving beyond cost reduction into a strategic CX operating model..
How does a growing business staff a 24-hour operation without exhausting its budget or its team? This article explores practical strategies to bridge the gap between business hours and customer needs..
As the retail landscape shifts toward a more automated, data-driven future, enterprise software giant SAP has taken center stage at NRF 2026: Retail’s Big Show to unveil a suite of AI-enhanced innovations..
Intelligent Routing and Unified Context ensure customers reach the right person immediately and that the agent knows exactly how to help. Here we take a deep dive into this transformational technology..
8×8, a leading provider of integrated cloud communications, has announced the acquisition of Maven Lab, a Singapore-based specialist in mobile marketing and enterprise messaging..
Real-time video chat has become a powerful differentiator. It combines the convenience of digital channels with the empathy and effectiveness of face-to-face interaction. Here are ten ways video chat can elevate your service..
iQor CXBPO, a global provider of customer experience (CX) solutions, has announced the acquisition of OP360, a high-growth BPO provider recognized for its operational excellence and “people-first” culture..
California is continuing its push into consumer experience (CX) regulation, introducing a new law designed to heighten transparency and service recovery standards within the food delivery sector..