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.
Level AI has announced an expansion of its full-stack agentic CX platform. The move aims to redefine industry standards by moving away from siloed virtual agents in favor of a unified ecosystem that balances human and artificial intelligence..
AI is changing customer service fast—but human agents still matter. Could human-in-the-loop service be the next step? Discover what the future holds for human-in-the-loop support models and how to prepare..
The latest annual UK airline customer satisfaction survey from Which? has highlighted a widening gap in the aviation industry’s service delivery. While some carriers are flying high, others such as Ryanair are failing..
Burger King is doubling down on conversational AI to refine its frontline customer experience (CX), introducing an OpenAI-powered assistant designed to monitor service standards and streamline restaurant operations..
Loyalty should deliver elevated customer experiences. Customer service knows what the key ingredients for those experiences are. Charlie Casey, CEO of LoyaltyLion, explains how to design loyalty that actually works..
Salesforce has announced the launch of Agentforce for Communications, a specialized suite of five AI agents designed to help the telecommunications industry navigate complex sales cycles and mounting customer retention pressures..
Sweep has launched Multi-Org Agent for Salesforce, a new agent designed for enterprises with multiple Salesforce organizations. Multi-Org Agent maps every dependency, automation, and rule across fragmented Salesforce environments..
BluStream has announced the launch of Polly—an AI advisor that can be used for any product. Powered by the BluStream Product Experience (BluStream PX) platform, Polly creates a constant connection between a brand and its customers..
WOW24-7 has launched its Automation and AI Department (AAD). The dedicated business unit is designed to centralize the company’s expertise across agentic AI design, hybrid AI–human orchestration..
8×8, Inc. has announced the launch of 8×8 Smart Assist, an AI-powered solution designed to transform the agent experience by embedding real-time guidance and intelligent automation directly into the contact center workflow..
General Magic today announced a US$7.2M seed funding round. The company’s AI agents reduce inbound calls by 30%, deploy in 3 minutes and save teams 250+ hours monthly across pre-quote, post-quote, and claims workflows..
Gartner’s latest prediction is already gaining traction: by 2027, half of organisations that cut customer service staff due to AI will need to rehire people into similar roles under different job titles. Kevin McGachy of Sabio Group, explains..
Recent industry assessments show that AI has moved decisively from experimentation to operational reality, with the vast majority of organizations now using it in at least one business function, including customer service..
Sinch has announced a strategic partnership with Lovable, the Swedish-based AI software creation platform. The collaboration will see Sinch’s communications infrastructure deeply integrated into the Lovable Cloud..