Learn More
Mobile apps for customer service

Providing Customer Experience on the Go Via Mobile Applications

The News: UJET announced the release of its Agent Mobile App, making it the latest CCaaS vendor to create a tool to let customer service or sales agents interact with and respond to customers while not sitting in an office or in front of a...

Read More
Human in the loop for contact center automation

Managing the Challenges of Using the Contact Center Agent as the Human in the Loop

The News: A lack of trust among both company executives and consumers in the ability to trust the output of generative AI represents a speed bump in its deployment, according to a recent Salesforce briefing to industry analysts. A key strategy...

Read More
Home IoT Network Security

Educating Customers About Home IoT Network Security

The News: The advent of smart hubs, wireless routers, and a plethora of consumer-grade internet-controllable devices has created a dangerous situation for both customers and telecommunications companies. Many of the Internet of Things (IoT)...

Read More
Mixed Reality

Utilizing Mixed Reality to Deliver More Immersive Customer Experiences

The News: Consumers are eager for more advanced augmented reality (AR) and mixed reality (MR) experiences to be integrated within gaming, shopping, exercise, and other areas, particularly if technology from Apple is involved, according to a...

Read More
Contact center as a service

UJET: Leveraging Stability and Data-Handling Policy to Drive Customer Growth

The News: The Contact Center as-a-service (CCaaS) market is dominated by stalwarts such as Genesys, 8X8, Avaya, Salesforce, Zendesk, and Five9, among others. UJET has amassed an impressive list of logos across retail, fintech, healthcare, and...

Read More
AI customer service

Despite a Rise in AI in CX, People Still Prefer to Interact with Humans

The News: Despite research illustrating that consumers have confidence in AI as a tool for transforming their customer experiences, research conducted by Savanta and unveiled at PegaWorld iNspire found that most people still prefer to interact...

Read More
Webex Contact Center

Webex Contact Center Incorporates Generative AI Conversation Summaries

The News: Cisco announced at its Cisco Live customer event on June 7 the incorporation of generative AI summarization technology into Webex Contact Center, which is designed to provide workers with better efficiency and collaboration...

Read More
Manufacturing software UI and UX

Parsec Highlights Customer-Focused Interface Enhancements to Its MES Platform

The News: Parsec Automation Corp. announced today several new interface enhancements to its TrakSYS manufacturing execution system (MES) software, which is designed to allow production managers and analysts to monitor, manage, and analyze...

Read More
AI-enabled personalization and optimization for customer data platforms

Twilio’s CustomerAI Technology Enables One-to-One Customer Engagement

The News: Customer engagement platform Twilio this week announced CustomerAI, its technology that leverages the combined power of large language models (LLMs) with the rich customer data that flows through Twilio’s Customer Engagement...

Read More
Generative AI for personalized marketing and commerce

Salesforce Unveils Marketing GPT & Commerce GPT for End-to-End Personalization

The News: Salesforce announced on June 7 at Connections its latest generative AI product offerings, Marketing GPT and Commerce GPT. The two products combine generative AI technology with trusted, real-time data from Data Cloud,...

Read More
Consumer protection for financial services

FCA’s Consumer Duty Framework: Rules and Standards to Drive Better Customer Experiences

The News: The Consumer Duty, a new regulatory framework that sets out higher and clearer standards of consumer protection across the financial services industry in the United Kingdom, is set to go into effect on July 31, according to the...

Read More
Generative AI for CX management

Sprinklr AI+ Unifies Its Proprietary AI with Generative AI from OpenAI

The News: Sprinklr announced late last month the launch of Sprinklr AI+, its new AI offering that unifies proprietary AI from Sprinklr via generative capabilities powered by an enterprise API integration with OpenAI. The combination of the two...

Read More
Enterprise automation using AI

Automation Anywhere Launches Generative AI Tools

The News: Automation Anywhere, a cloud native intelligent automation vendor, announced on June 1 that it had infused generative AI across its Automation Success Platform. The company highlighted three specific product announcements that...

Read More
Customer care through social media

Customer Care Questions Drive Significant Engagement with Social Media Platforms

The News: Communicating with brands on social media platforms has become a preferred strategy for many consumers, according to the results of a recent Khoros survey that included more than 1,300 respondents who indicated they had tweeted...

Read More
Delta Air Lines employee recognition program

Delta Launches, Then Pauses, Employee Recognition Program After Backlash

The News: On May 27, news emerged about Delta Air Lines’ plan to share the first names of flight attendants with passengers in emails that will be sent to customers a day before their flight, as part of a new employee recognition tool. The tool,...

Read More
Frontier Airlines customer satisfaction

Frontier Places Last in J.D. Power 2023 North America Airline Satisfaction Survey

The News: Frontier Airlines received a last-placing ranking in the J.D. Power 2023 North America Airline Satisfaction Survey, which saw the low-cost carrier trail rivals such as Spirit Airlines, Allegiant Air, and WestJet. The North America...

Read More