Humach Launches mAI Pilot a Real-Time Conversational Intelligence Platform  to Improve Call Center CX thumbnail

Customer Experience Automation Leader Humach today announced the launch of mAI Pilot, an artificial intelligence platform designed to improve the customer experience through digital agents and digital assist..

Rocketlane Raises $24M in Series B to Create a Post-sales CRM for Professional Services Teams thumbnail

Workflow automation platform Rocketlane is today announcing a $24 million Series B funding round as it expands the opportunity for professional services teams with AI capabilities..

Signia Named a Winner in the 2024 Globee Awards for Customer Excellence thumbnail

Demonstrating its commitment to providing best-in-class customer service to its hearing care professional (HCP) partners, Signia has been named a winner of the 2024 Globee Awards for Customer Excellence..

RG&E Introduces ‘Ava’ the AI Energy Customer Service Assistant thumbnail

In a bid to enhance customer service efficiency and address longstanding issues, Rochester Gas and Electric (RG&E) has recently taken significant steps towards improving its customer communication strategies..

Sabre Hospitality Launches SynXis Concierge.AI

Sabre Hospitality Launches SynXis Concierge.AI thumbnail

Sabre Hospitality, a division of global software and technology firm Sabre Corporation, is primed to unveil an AI powered ‘concierge’ at HITEC Charlotte in the USA..

The AI Revolution: Microsoft’s Impact on Customer Service Call Centers thumbnail

Get ready for a game-changer in customer service call centers: Microsoft is about to launch a suite of AI-powered tools that leverages its expertise in AI. The software is set to be released on July 1st..

Customer Service in the Face of the Cost of Living Crisis thumbnail

With the cost of living increasing, companies are facing a double whammy:  not only are they struggling to keep up with rising expenses, but they’re also expected to maintain exceptional customer service..

Employee Benefit Trends in Customer Service: What’s Changing and Why It Matters thumbnail

Employee benefits have become an invaluable means of recruiting and retaining top talent. In fact, according to statistics, 73% of employees would remain in a company if they had adequate employee benefits..

Verizon Utilizes GenAI to Enhance Customer Loyalty

Verizon Utilizes GenAI to Enhance Customer Loyalty thumbnail

By strategically using AI in real-time customer call analysis, the telecommunication giant aims to prevent 100,000 customers from severing ties. This latest move is part of Verizon’s AI-driven journey..

SoftBank Unveils AI Filter to Shield Workers from Customer Anger thumbnail

Imagine a world where call center reps don’t have to deal with aggressive customers – SoftBank Corp is making that a reality. They’ve developed an ’emotion-cancelling’ AI filter that takes the sting out of irate customer calls..

Forrester Report Highlights Decline in Customer Service thumbnail

A recent report released by Forrester has revealed that the quality of customer experience in the United States has experienced a significant drop, marking the third consecutive year of decline..

Zenarate Named Disruptive Technology of the Year at 2024 CCW Excellence Awards thumbnail

Zenarate has been named Disruptive Technology of the Year at this year’s CCW Excellence Awards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies..

Succeeding With OKRs in Customer Service

Succeeding With OKRs in Customer Service thumbnail

Many companies are wondering how they can improve their customer services and keep standards as high as possible. One key initiative to bring in is OKRs (Objectives and Key Results). Here’s a quick explainer..

Zingly Launches a Bold AI-Driven Future of CX for a World Beyond 1-800 Calls and Chatbots thumbnail

Ex-Avaya, Five9, Glia, and Talkdesk industry leaders have joined forces to revolutionize customer experience (CX) with the launch of Zingly, a Collaborative Customer Experience (CCX) Platform..

The Primacy Effect and Its Impact on Customer Service thumbnail

First impressions are more than just fleeting moments—they’re foundational. Understanding how the Primacy Effect influences customer service can empower businesses to create memorable customer experiences…

How an IT Help Desk Can Increase Internal Customer Loyalty thumbnail

The role of an IT help desk extends far beyond troubleshooting technical issues. It serves as the backbone of organizational efficiency and employee satisfaction. But how exactly can an IT help desk achieve this?

Customer Service Trends in the Hotel Industry

Customer Service Trends in the Hotel Industry thumbnail

As hospitality professionals, you’re likely aware that exceptional customer service is no longer just a nice-to-have—it’s a must. Let’s explore some of the latest trends shaping the way hotels enhance guest experiences..

Sabio Group Wins New Contract with Swedish Energy Firm Vattenfall for Cloud Contact Centre Transformation thumbnail

Sabio Group, the global digital customer experience (CX) transformation services specialist, has secured a new contract with a leading Swedish energy provider..

Pluxee Serves Up Transformative CX with Cloud Migration Powered by Sabio and Genesys thumbnail

Pluxee, the global leader in employee benefits and engagement services, has successfully transformed its customer experience (CX) through a strategic partnership with Sabio Group and Genesys..