CX

Matteo Pomoni, Global Head of Retail Daily Banking at ING discusses what it means to be customer obsessed in an intentional, scalable and measurable manner.

Insights from multiple global surveys and consumer focus groups shed light on adoption of self-service tools and offer actionable steps to improve CX through conversational AI Talkdesk, a cloud contact centre provider for customer-obsessed companies, released a new Talkdesk Research report: “The promise (and pitfalls) of self-service automation in customer service.” As customer experience (CX) […]

Enlighten Actions allows organisations to build AI-powered CX processes and make Enlighten accessible with a human-like interface that can generate actionable outputs that are brand-specific. NICE introduced Enlighten Actions, which brings together its own artificial intelligence and generative AI models from Open AI. Enlighten’s specialised AI models for customer experience have been trained using billions […]

Hamish White, CEO of Mobilise, shares insight into how service providers can avoid CX disasters.

This expanded partnership enables Five9 to resell Invoca PreSense, delivering a solution that provides contact centre agents with a complete, pre-call picture of a customer’s digital activity. Five9, a provider of the Intelligent CX Platform and Invoca, a AI conversation intelligence provider, announced that they have expanded their strategic partnership to deliver a solution that […]

Brands that want to influence customer behaviour must begin with understanding it. Behavioural data is the gold standard because it’s a direct measure of what consumers care most about, says Patrick Fagan, a behavioural scientist and CX consultant. 

CX NXT – The Customer Experience Summit, 2023, will be held in the Kingdom of Saudi Arabia (KSA) on March 14-15, 2023. The summit will have a range of sessions, from keynote addresses to fireside chats and panel discussions, which will help delegates and CX experts sharpen their focus and align with the changing business […]

Ricardo Trade, Deputy Chief Executive Officer of Operations at FIFA World Cup (FWC) Qatar, 2022, speaks about how his team leveraged data and analytics to create a seamless experience for 3.4 million fans in a phygital world  FIFA World Cup (FWC) Qatar, 2022 created several records; the event bagged maximum fan engagement both online and […]

By providing implementation at a fixed cost, the new solution enables retail banks and credit unions to set up CX improvement projects.  Qualtrics has launched the Retail Banking Accelerator to help financial services organisations adopt the Qualtrics Foundational Customer Experience (CX) solution. By providing implementation at a fixed cost, the new solution enables retail banks […]

Adrian Swinscoe discusses CX myths, the role of technology for customers and agents and the true meaning of customer-centricity