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How to tackle contact centre team turnover with AI adoption
Here’s something we should probably all acknowledge: internal customer experience can be as important as external customer experience, especially in environments like contact centres. But new AI-powered tools are helping …
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Forsta and InMoment merger: A new powerhouse in the VoC marketplace
The recent acquisition of InMoment by Press Ganey Forsta marks a significant shake-up in the Voice of the Customer (VoC) marketplace. This merger brings together two prominent players, creating a …
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Inside KFC’s global journey to actionable experience management insights
In the fiercely competitive quick-service restaurant industry, customer experience (CX) and employee experience (EX) are no longer distinct – they’re two sides of the same coin. For a global giant …
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Qualtrics unveils experience agents: Autonomous digital workers, powered by agentic AI
Qualtrics aims to transform how organisations understand and act on customer and employee feedback with its launch of “Experience Agents.” Unveiled at Qualtrics X4 in Sydney, this innovation uses agentic …
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How to transform your company’s contact centre into a blue chip asset
Contact centres are becoming the frontline of brand experience and key to delivering value to the organisation and their customers. Here’s how forward-thinking organisations are getting it right in transforming …
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The subscription economy is booming, but so are customer expectations
Subscription models have become a dominant business model across many industries, from streaming platforms and online learning to digital services and meal kits, with many products and services that were …
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The silent revolution: Why indirect feedback is a new goldmine
For years, organisations have actively sought customer opinions through surveys and feedback forms, directly asking for their thoughts and experiences. While this direct approach still holds value, a silent revolution …
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Leveraging AI for customer support triage – Interview with Tom Powers from Catapult
At Zendesk Relate 25, Mark Atterby, CXFocus editor, interviewed Tom Powers VP of Operations at Catapult Sports. Powers explains the evolution of Catapult and its commitment to delivering world-class service …
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Is digital bullying silently sabotaging your employee experience?
The shift to digital workplaces promised enhanced connectivity and flexibility, but a darker side is emerging that many organisations are failing to confront – digital bullying. As teams increasingly rely …