Dalet, a leading provider of media technology and services, has announced the appointment of Gwen Braygreen as its new Executive Vice President and Chief Customer Officer (CCO). Gwen will lead Dalet’s global customer success and support divisions.
In a blow to enterprise productivity and unified communications, Microsoft 365 was hit by an outage on Thursday, January 22, leaving thousands of organizations unable to access core collaborative tools..
As the holiday season concludes, new data from AI-native customer experience (CX) leader Ada suggests that the returns process has become a “make or break” moment for brand loyalty..
Lindex has announced a modernization of its store operations, leveraging Microsoft Intune and RFID technology to empower frontline employees and elevate in-store customer experience (CX)..
The latest UK Customer Satisfaction Index (UKCSI) has revealed a significant recovery in service levels with First Direct, John Lewis, and Hays Travel emerging as the frontrunners in the race for consumer loyalty..
The DDC Group has officially entered the agentic AI arena with the launch of its new DDC Evora platform. The platform is engineered to bridge the gap between automated efficiency and human empathy..
In a move designed to transform how enterprises turn customer insights into immediate action, Medallia and Ada have announced a strategic partnership. The collaboration unifies Medallia’s deep omnichannel intelligence..
ServiceNow and OpenAI have announced an expanded strategic collaboration designed to power the next generation of agentic AI experiences. The agreement aims to provide customers with direct access..
Cineplex, Canada’s leading entertainment and media brand, has agreed a partnership with ecommerce technology leader Rokt to integrate AI-driven relevance into its digital transaction flow..
In a move to bolster the reliability of agentic AI within the contact center, NiCE Cognigy has announced the launch of Simulator, an AI performance lab designed to to deploy production-grade AI agents at scale..
Moneypenny has welcomed Darren Stott to the team as a Customer Experience (CX) Specialist, strengthening its ability to help clients improve customer journeys and unlock growth through better experiences..
Returns rarely get the spotlight. New customer acquisition does. Conversion rates do. Average order value does. But returns? They tend to live in the operational background, framed as a cost center or a necessary headache..
For VPs of Operations and Customer Support leaders caught between shrinking budgets and expanding mandates, the decision about what to outsource and what to retain has become one of the most strategic choices..
CX management company Atento and conversational AI specialist Omilia have announced a strategic partnership. The alliance is designed to integrate advanced “Agentic AI” into Atento’s global service portfolio..
AI will enable “infinite” customer conversations and position the contact centre as the strategic heart of business intelligence. Stuart Dorman of Sabio reveals how AI will transform contact centres into strategic powerhouses..
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..