Customer service managers face increasing pressure to safeguard client information while maintaining efficient communication. Data breaches, account compromises, and fraudulent interactions can erode trust and damage reputation..
The global contact center industry is undergoing a structural transformation. Dave Rennyson, CEO of SuccessKPI, explains how this can be seen not as a trend, but as an opportunity..
Krisp has announced the launch of its new Customer Accent Conversion capability, a real-time, inbound AI solution designed to bridge the comprehension gap between contact center agents and customers..
Comviva has launched NGAGE for Enterprises, a next-generation CPaaS platform designed to deliver seamless, secure, and intelligent customer experiences at scale. The platform integrates omnichannel communication..
Sabio Group, the AI-powered expert services partner specialising in CX transformation, has launched a defibrillator and heart health initiative in memory of a much-loved colleague who passed away..
In a move designed to shift the focus from AI experimentation to measurable business results, digital technology and customer experience (CX) specialist Movate has announced a strategic partnership with Kahuna Labs..
1mind, the company behind AI “Superhuman” – digital teammates that act as across voice, video, and text – is partnering with Clari + Salesloft to bring real-time, AI-powered revenue orchestration to enterprise sales teams..
According to Metrigy’s Customer Experience Optimization 2025-26 – Consumer Views study, the appetite for AI remains remarkably low. 84.7% of participants said they would prefer interacting with a human..
Accenture has announced a definitive agreement to acquire Ookla, a global leader in network intelligence, competitive benchmarking, and customer experience (CX) analytics..
In digital entertainment, many companies compete on speed, design, and the size of their content catalog. Far fewer are remembered for the way they shape user behavior over time. That is where Soft2Bet has become genuinely interesting.
LivePerson has introduced Syntrix, a new simulation and evaluation platform designed to help enterprises deploy customer-facing AI and enhance customer experience (CX) with AI and live agents..
SAP SE has appointed Thomas Saueressig as Chief Customer Officer to lead its new Customer Value Group. Launching April 1, the unified Board area aims to streamline the company’s CX and delivery models..
ServiceNow’s Third Customer Experience (CX) Report, based on insights from over 5,000 Indian consumers and 425 customer service professionals, reveals that while automation is improving speed and convenience, gaps continue..
Krisp has announced the launch of Listener-side Accent Conversion. The real-time, voice AI solution is designed to bridge the gap in comprehension during live conversations, specifically targeting the needs of global enterprises..
The gap between a good customer experience and a great one rarely comes down to a single touchpoint. Great customer experiences start on the inside. Learn how to align your teams to deliver consistent, exceptional CX..
Customer service representatives (CSRs) are the human face of your business. They resolve complaints, build loyalty, and directly influence whether a customer walks away satisfied—or walks away for good. This is why you need to invest in them..
Formula 1 is accelerating its digital transformation strategy through an expanded partnership with Salesforce, launching a new AI-powered fan companion agent designed to deepen engagement across its global audience..
Deloitte Central Europe (CE) and ElevenLabs have announced a strategic collaboration aimed at transforming the customer experience (CX) through Agentic AI. The partnership marks a significant milestone for ElevenLabs..
So what separates a good contact center from a truly great one? It comes down to a handful of qualities that, when combined, create an experience customers actually want to return to. Here’s what to look for—and what to aim for.