Ian Miller 
Virgin Media O2 has launched an AI-driven voice agent to assist customers with selected broadband fault queries, partnering with enterprise conversational AI platform Sierra. The telco is rolling out the technology gradually..
As your company grows, who should make the call when a customer needs help: one central support team or the people closest to that customer? Decentralized customer service can give local teams room to act. Centralized support can make service easier to manage..
At UK Power Networks’ annual company awards, Billy Issace from Thornton Heath, Surrey was named Customer Service Hero, whilst Vesna Doncic from Ipswich was voted People’s Choice winner, recognising the positive impact they have both made..
In customer psychology, waiting is toxic: unoccupied time feels longer than occupied time. Here, we explain how smart queue management systems eliminate wait-time frustration, boost efficiency, and explore top software vendors like Qmatic and Waitwhile..
According to a report by Coresight Research in partnership with Zebra Technologies and Elo Touch Solutions, self-service technology is no longer just a way to shave a few seconds off the checkout line, it is rapidly transforming into the backbone of modern physical retail..
Agentic personalization combines customer data with autonomous or semi-autonomous AI agents. These agents can observe permission-based signals, interpret a customer’s goal, choose a next step, and act through connected systems..
Customer service knowledge platform Stonly has launched Business Process Agents (BPAs), a new AI-driven tool designed to automate multi-step customer service procedures by leveraging an organization’s existing standard operating procedures (SOPs)..
For decades, the standard automated greeting in customer service has been virtually unchanged: “This call may be monitored or recorded for quality and training purposes.” is dangerously outdated. Discover why contact center AI demands modern disclosures..
Customer engagement is more than sending promotions and hoping people click. It’s how you earn attention, trust, repeat purchases, and feedback at every point in the relationship. A strong customer engagement strategy helps customers get value before and after they buy..
At its annual Dreamforce conference, Salesforce has announced AIforce, an interface layer designed to extend the platform’s data, logic, and workflows directly into third-party environments and agentic AI tools. This reflects a shift away from static software layouts..
Enterprise technology stacks have grown more complex with every new application a company adopts. Sales teams rely on a CRM, finance runs on an ERP, support lives in a ticketing platform, and marketing has its own suite of tools..
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..
Atkinson’s theory of customer satisfaction says that people judge a service based on how well it helps them reach their goals, and it points to four factors that shape those judgments: cleanliness, security, value for money, and staff courtesy..
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..
New Capture Assist API keeps card and personal data out of the model’s context window, call recordings and chat logs, closing the PCI gap that comes with AI agents. Paytia has launched Conversational & AI Payments, built on Capture Assist API..
Burger King is pivoting its operational strategy to prioritize hospitality, rebranding restaurant managers as “Your Way Champions” in a bid to enhance the guest experience. The move is part of a broader $2 billion investment to modernize..
In a move to further bridge the gap between automated efficiency and human empathy, transcosmos has announced an evolution of its customer experience platform. The company has launched trans-DX Plus for Support..
Bank of America has announced an upgrade to EricaAssist, its internal AI-powered agent assistant, by integrating generative AI (GenAI) capabilities. The move is designed to provide real-time, contextual insights to customer service representatives..
With the entry into force of the EU AI Act (Regulation (EU) 2024/1689), CX leaders are facing a new regulatory landscape. To help navigate this transition, here are some useful steps for building a compliant, AI-driven support operation..