FirstComm Appoints David Battaglia as Vice President of Customer Experience to Drive Service Excellence
admin January 8, 2026
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FirstComm Appoints David Battaglia as Vice President of Customer Experience to Drive Service Excellence

FirstComm, a prominent provider of advanced communications and managed technology services, has announced the appointment of David Battaglia as Vice President of Customer Experience. The leadership addition reflects the company’s continued focus on enhancing customer outcomes, strengthening operational performance, and supporting long-term, scalable growth. Battaglia brings extensive experience as a transformation and operations leader across […]

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CRM vs CX Platform: Key Differences Every Business Should Understand 
admin January 8, 2026
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CRM vs CX Platform: Key Differences Every Business Should Understand 

In today’s competitive digital economy, businesses are judged not just by the quality of their products or services. Customer experience has become a major differentiator, driving loyalty, retention, and long-term growth. As organizations invest in technologies focused on customers, two terms can cause confusion: CRM (Customer Relationship Management) and CX (Customer Experience) platforms. While they […]

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Freshworks Unveils New AI Capabilities to Simplify Customer Support Operations
admin January 6, 2026
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Freshworks Unveils New AI Capabilities to Simplify Customer Support Operations

Freshworks has rolled out three new artificial intelligence-driven capabilities for its Freshdesk platform, aiming to address fragmented customer service environments and the growing expectation for quicker, more personalized support. The enhancements are designed to help service teams manage rising interaction volumes while maintaining efficiency and cost control. The US-based SaaS company announced the launch of Freshdesk […]

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Designing Intelligent Experience Ecosystems for the AI Era
admin December 24, 2025
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Designing Intelligent Experience Ecosystems for the AI Era

Customer experience is entering a pivotal shift. For years, the focus was on repairing individual touchpoints and improving isolated interactions. That approach no longer matches customer expectations. People want journeys that feel coordinated, intuitive, and anticipatory. They expect brands to understand intent in real time, respond with accuracy, and still offer the reassurance of human […]

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Ahlibank Elevates Premium Travel with Complimentary Home Check-In for Exclusive Infinite Cardholders
admin December 22, 2025
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Ahlibank Elevates Premium Travel with Complimentary Home Check-In for Exclusive Infinite Cardholders

Ahlibank has unveiled a special year-end travel benefit for its Exclusive Infinite Credit Card customers, offering a complimentary home check-in service through its partnership with Maraheb, operated by Tansom Handling. The initiative underscores the bank’s continued focus on enhancing customer experience by delivering thoughtful, lifestyle-driven benefits tailored to its premium clientele—particularly during the peak festive […]

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TCS Expands Strategic Engagement with Aviva UK to Modernise Life and Pensions Customer Experience
admin December 19, 2025
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TCS Expands Strategic Engagement with Aviva UK to Modernise Life and Pensions Customer Experience

Tata Consultancy Services (TCS) has deepened its long-standing collaboration with Aviva, the UK’s leading insurance, wealth, and retirement provider, to further transform customer experience across Aviva’s life and pensions business. As part of the expanded engagement, TCS will deliver end-to-end policy administration services for over 6.5 million policies, managed through its FCA-regulated subsidiary, Diligenta UK. […]

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Freshworks to Acquire FireHydrant, Advancing a Unified AI-Native ServiceOps Vision
admin December 17, 2025
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Freshworks to Acquire FireHydrant, Advancing a Unified AI-Native ServiceOps Vision

Freshworks has entered into an agreement to acquire FireHydrant, an AI-powered incident management platform, as part of its strategy to bring IT operations and service management closer together. The move is aimed at combining FireHydrant’s strengths in IT Operations Management (ITOM) with Freshworks’ IT Service Management (ITSM) capabilities to deliver a single, AI-native ServiceOps platform. […]

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Alchemer Strengthens AI Capabilities to Convert Customer Feedback into Actionable Insights
admin December 16, 2025
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Alchemer Strengthens AI Capabilities to Convert Customer Feedback into Actionable Insights

Alchemer, a prominent customer experience and feedback technology provider, has enhanced its AI offerings with expanded capabilities in Alchemer Pulse—an AI-driven insights automation platform designed to turn unstructured customer feedback into meaningful business intelligence. As organizations grapple with massive volumes of open-ended input from surveys, support interactions, app reviews, and digital channels, Alchemer Pulse addresses […]

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