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 is dangerously outdated.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..
No business likes to receive negative customer reviews. Negative comments on social media and sites like Yelp can hurt a business since consumers and B2B prospects usually check vendors online before becoming customers. Tim Lee, Founder and CEO of Bookipi, explains..
Lightsage is building the Agent-Led Growth platform, helping software companies – spanning ecommerce, payments, consumer businesses and more – to understand and improve how AI agents discover, successfully use and pay for their products..
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..
Genesys kicked off its annual Xperience event by detailing significant financial growth alongside a broad expansion of its agentic AI and orchestration capabilities. Reporting its second-quarter performance, the CX vendor revealed..
New capability extends Quiq’s agentic AI Assistants to voice, giving human agents guidance that adapts in real time to the conversation, and the ability to act on the agent’s behalf, all on the same trusted, governed platform..
Generative AI has moved beyond experimentation and into value creation. According to Google Cloud’s ROI of AI report, 88% of agentic AI early adopters report ROI from at least one GenAI use case. Claire Butcher of Sabio Group, explains.
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..
US retail chain Kohl’s has announced the appointment of Arianne Parisi as Chief Customer Officer (CCO), a newly created position aimed at streamlining the company’s end-to-end customer experience strategy..
AutoQA and conversation intelligence vendor evaluagent has announced a strategic partnership with Fynto, an advisory firm that connects enterprises with CX technology and outsourcing providers. The agreement marks the latest addition..
Crescendo today launched Crescendo Customer Experience Platform, an AI-native platform that consolidates CCaaS, ticketing, workforce management, quality assurance and knowledge. Specialised AI agents run all of it end to end..
Every successful company has the need to hire people who have the skills and personalities needed to build a winning customer service team and to drive revenues. John Tschohl explains that while skills can be taught, attitude is king..
Verizon has expanded its strategic relationship with Google Cloud, announcing a new agreement to deploy Google’s full-stack AI capabilities—including Gemini Enterprise and advanced data infrastructure—across its CX touchpoints..
When starting a brand, finding the right name can be one of the most difficult tasks. In a very small physical space, brand owners must convey what they do, who they are, and what makes them special. Here are the steps you can take..
Car shipping has a pricing problem. Quotes for the exact same route — same vehicle, same dates — can vary by $300 or more depending on which company you ask. The instinct is to take the lowest number. That instinct is frequently wrong..
Anticipation is building across the continent, with organisers of the European Contact Centre & Customer Service Awards (ECCCSAs) 2026 revealing the finalists for this year’s awards. Now in its 26th year, the ECCCSAs celebrate the people..