Medallia, a global leader in customer and employee experience, has unveiled its vision for the next era of customer experience (CX) alongside seven AI-powered innovations designed to move enterprises beyond traditional surveys. These advancements, announced at Medallia Experience ‘25 in Las Vegas, aim to help organizations transition from passive data collection to real-time actions and […]
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Maximus, a leading provider of government services, has announced the integration of Salesforce’s Agentforce into its Total Experience Management (TXM) solution. Agentforce, a digital labor platform powered by autonomous AI agents, will enhance Maximus TXM’s capabilities in streamlining government customer service. Launched in 2024, Maximus TXM is a cloud-based suite designed to help public agencies […]
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Fusion CX, a leading provider of customer experience (CX) solutions, has announced the acquisition of Sequential Technology International LLC (STI), a well-established CX service provider specializing in the telecom and utilities sectors. This strategic move strengthens Fusion CX’s market position, enhances its global presence, and expands its ability to offer innovative customer experience solutions. The […]
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NatWest Group has announced a strategic partnership with OpenAI, making it the first UK-based bank to collaborate with the AI leader. This initiative aligns with NatWest’s commitment to streamlining banking operations and harnessing AI to enhance efficiency, productivity, and customer service. Accelerating AI Adoption Across Banking Operations The partnership will enable NatWest to leverage OpenAI’s […]
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Customer support has experienced a profound evolution, transitioning from a reactive function aimed at addressing customer complaints to a proactive force that drives business success. Once relegated to the sidelines as a necessary cost center, it has now become a pivotal element of strategic differentiation, directly influencing brand perception, customer loyalty, and revenue growth. This […]
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In this exclusive CX Net interview, Jagannath Ojha, Head of Retail Operations at Metro Brands Limited , shares his valuable insights on customer experience, operational excellence, and innovation in retail.
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Parfois is reinforcing its commitment to innovation through a partnership with DXC Technology. This collaboration is part of Parfois’ broader Data Intelligence strategy, aimed at utilizing data insights to refine the shopping experience and better align product recommendations with customer preferences. Through this initiative, DXC will assist Parfois in deploying the Snowflake data platform to […]
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Kapture CX, a leading Gen AI-powered customer experience platform, has announced the appointment of Devika Rajeev as its new Head of Human Resources. With extensive experience in talent management, performance strategies, and rewards, Devika is set to lead the company’s people and culture initiatives during a crucial phase of growth. Bringing a wealth of experience […]
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South Africa-based business process outsourcing (BPO) leader iContact BPO has joined forces with Krisp AI to implement advanced noise cancellation technology across its contact center operations. This initiative is designed to improve communication clarity, enhance agent efficiency, and elevate overall customer experience by eliminating disruptive background noise—one of the biggest challenges in high-volume call center […]
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iQor has unveiled iQor CXBPO™, a next-generation approach to customer experience (CX) outsourcing, designed to deliver measurable business impact. By integrating advanced analytics into its operating model, the company is redefining traditional business process outsourcing (BPO) and addressing industry challenges with data-driven insights and operational scalability. A New Era of CX Partnership iQor CXBPO™ introduces […]
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