Customer Interactions stories
Genesys unveils AI Studio to power safe, scalable virtual agents
Last week
#
uc
#
digital transformation
#
cx
Genesys launches Cloud AI Studio with AI Guides, enabling firms to build scalable, ethical virtual agents for complex customer interactions without coding.
Exclusive: Chris Donato on Zendesk’s AI shift in CX strategy
Last week
#
saas
#
cx
#
martech
Exclusive: Zendesk's Chris Donato says AI now drives customer loyalty, urging firms to adopt 'human-centric AI' or risk falling behind in CX.
Cosmetic UI updates to Ava spark 243% jump in Edible Beauty orders
Last month
#
cx
#
martech
#
ai
Cosmetic UI updates to Decidr's Ava led to a 243% surge in Edible Beauty orders, boosting revenue and engagement without changing its AI capabilities.
How South Africa is unlocking better customer experience for UK businesses
Wed, 21st May 2025
#
digital transformation
#
cx
#
martech
South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.
Survey finds trust, safety & security key for CX in 2025
Mon, 5th May 2025
#
digital transformation
#
cx
#
martech
A global survey reveals enterprises plan to boost investment in trust, safety and security for customer experience amid rising compliance and fraud challenges.
OneShot.ai unveils Execution OS to unite AI & human sales teams
Wed, 23rd Apr 2025
#
saas
#
crm
#
martech
OneShot.ai has launched Execution OS, a platform combining AI with human expertise to improve sales and marketing go-to-market strategies.
Genesys Cloud AI drives a rise in annual revenue in 2025
Wed, 9th Apr 2025
#
uc
#
digital transformation
#
cx
Genesys has reported that its Genesys Cloud AI drove over 10% of new business in fiscal year 2025, with annual recurring revenue reaching USD $1.9 billion.
Creating a lead generation flywheel with AI and data at the core
Fri, 4th Apr 2025
#
crm
#
cx
#
martech
AI-driven lead qualification is transforming sales, enabling brands like Driva to boost conversion rates by 5% and streamline customer interactions.
Talkdesk launches AI-driven tool to enhance knowledge bases
Fri, 28th Mar 2025
#
genai
#
ai
#
features
Talkdesk has launched its Knowledge Creator feature, leveraging generative AI to transform customer service knowledge bases and improve agent support.
Contact centres face challenges with AI in customer care
Wed, 26th Mar 2025
#
uc
#
it training
#
cx
A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.
Talkdesk launches AI agents for advanced voice self-service
Fri, 21st Mar 2025
#
crm
#
digital transformation
#
cx
Talkdesk has launched a new AI solution aimed at transforming customer self-service with voice-powered agents, promising human-like interactions and 24/7 support.
Sinch wins Adobe partner award for third consecutive year
Wed, 19th Mar 2025
#
cx
#
martech
#
data privacy
Sinch has been awarded the Adobe Digital Experience Unified Customer Experience Technology Partner of the Year for 2025, its third consecutive win in this category.
Adobe & AWS join forces to enhance digital marketing
Wed, 19th Mar 2025
#
hyperscale
#
cx
#
martech
Adobe has announced a significant partnership with Amazon Web Services, aiming to enhance marketing and creative capabilities for businesses through advanced cloud integrations.
Qualtrics unveils autonomous AI agents for better CX & EX
Tue, 18th Mar 2025
#
cx
#
martech
#
hcm
Qualtrics has launched its innovative Experience Agents, set to revolutionise customer and employee interactions with immediate, personalised responses.
Pega unveils AI tool for enhanced customer engagement
Wed, 26th Feb 2025
#
cx
#
martech
#
personalisation
Gartner's research reveals that almost a third of organisations struggle with customer journey mapping, prompting Pega to unveil its GenAI-powered blueprint.
How to prevent brand erosion by your accounts team
Fri, 31st Jan 2025
#
data analytics
#
cx
#
martech
Effective accounts management not only collects debts but solidifies your brand's reputation, turning payment struggles into loyalty-building experiences.
New tool boosts eCommerce personalisation strategies
Wed, 22nd Jan 2025
#
cx
#
martech
#
personalisation
SALESmanago has launched its Recommendation Architect tool, enabling marketers to personalise product suggestions, enhancing engagement and boosting revenue growth.
Respond.io & TikTok launch AI tool for SME growth
Tue, 14th Jan 2025
#
cx
#
martech
#
customer service
Respond.io and TikTok have launched an AI-driven tool aimed at enhancing customer interactions for SMEs, targeting the USD $4.1 trillion financing gap.
NICE CXone platform sees 80% increase in interactions
Thu, 5th Dec 2024
#
uc
#
ai
#
digital engagement
NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.
Great Southern Bank enhances service with CXone Mpower
Wed, 4th Dec 2024
#
uc
#
cx
#
martech
Great Southern Bank is enhancing its customer service automation by deploying NICE's AI-powered CXone Mpower platform, supported by Optus.