Trending Topics
Why sentiment analysis is the secret to customer success in service delivery
Sentiment analysis turns customer emails into real-time insights that drive retention, proactive service delivery, and long-term success.
Trending
Customer Service
2025: the year of rehiring humans after AI fails
It turns out that for AI to work you need plenty of human support: we explore why the human AI partnership is so critical for success
Cisco study finds AI will run 68% of customer service by 2028
New research from Cisco has predicted that agentic AI will handle over two-thirds of customer service and support interactions by 2028.
ServiceNow bolsters AI portfolio with $2.85 billion Moveworks acquisition
ServiceNow announced it would buy AI firm Moveworks for US$2.85 billion in cash and stock, signalling the growing AI adoption in IT operations and service management.
AWS gives contact centre suite a genAI makeover in shift towards agentic AI
AWS has overhauled Amazon Connect, adding generative AI features to the contact centre software suite.
Philip Oliveros Enopia, Global Content Strategist & Multimedia Designer at Transcom: “Remote work has truly transformed the graphic design landscape”
We interview Philip Oliveros Enopia, Global Content Strategist & Multimedia Designer at Transcom, a customer experience services agency.
Salesforce launches Agentforce, AI-powered customer service
Salesforce has taken the wraps off a new AI-powered customer service product, Agentforce, an upgraded version of Einstein Copilot.
Jochem van der Veer, Co-Founder and CEO of TheyDo: “In this world of AI, we need to remember to think humanely”
We interview Jochem van der Veer, Co-Founder and CEO of TheyDo, who shares many excellent insights into how businesses can make their customers happy
Tammas Ryan, Head of Customer Service at Edrolo: “The disruption caused by AI is likely to impact offshore customer service operations”
We interview Tammas Ryan, Head of Customer Service at Edrolo, a company providing teaching resources for teachers in Australia
Nicky Watson, Founder and Chief Architect of Cassie: “Technologies are only as good as the data used to drive them”
We interview Nicky Watson, Founder and Chief Architect of Cassie, a solution that allows companies to take proper advantage of legally acquired data
Brian Kershon, Director of Customer Service at Zenni: “I see AI as a tool that will enable us to provide more personalised and meaningful support to our customers”
We interview Brian Kershon, Director of Customer Service at Zenni, an eyewear company that has sold over 50 million frames worldwide.
Miao Luo, Director of Technology Strategy at Qt: “Your customer’s convenience is your gain”
We interview Miao Luo, a software engineer by training with a track record in product management and now Director of Technology Strategy at Qt
Jorge Tavares, Head of Customer Service & Sales at Medicare: “We shouldn’t forget that the agents who communicate with our customers are the face of the company”
We interview Jorge Tavares, a senior customer experience leader with over 20 years of experience - he now leads Customer Service and Sales for Medicare PT.
Angela Kenner, VP of Customer Success at Voltaiq: “Capturing data is easy, knowing what to do with it is the hard part”
We interview Angela Kenner, Vice President of Customer Success at Voltaiq, a company providing Enterprise Battery Intelligence.
Kevin Green, President and CMO at Truent: “Customer experience should be driven by the behaviours of your customers”
AI is no longer an option for customer service, says Kevin Green, President and CMO at Truent - it's as vital as email and social media.
Serena Chan, Research Advocate, Customer Experience at Dovetail: “Customer experience professionals must trust in their own talents and instincts”
We interview Serena Chan, Customer Success Manager and Research Advocate at Dovetail, a consumer insights and research technology platform that counts Porsche, Starbucks and Shell amongst its customers.
Stephen Lester, CTO at Paragon: “Though the spotlight has remained on AI it will be some time before we see genuinely groundbreaking use cases”
We interview Stephen Lester, CTO at Paragon, where he helps businesses transform their operations with data-driven strategies.
Francesco Graziano, Enterprise Strategy Leader at BICS: “If you’re thinking about AI integration, you have to put on your client-centric hat”
We interview Francesco Graziano, Enterprise Strategy Leader at BICS, where he has championed its’ foray into cloud-based communications and its early implementation of AI.
Zoyeb Batliwala, Director Operations – Client Services and Customer Success – at Apna: “At the heart of every decision, the customer’s voice should be the loudest”
In this CX Today edition, we interview Zoyeb Batliwala, Director Operations at Apna, India's leading job platform, to discover his secrets of customer experience success.
Daniel Bailey, SVP & Regional Sales Leader EMEA, Genesys: “The world around brands is evolving faster than it ever has”
In the latest edition of CX Today, we interview Daniel Bailey, SVP at Genesys and Regional Sales Leader for its EMEA hub.