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Firstsource Solutions, a leading business process services (BPS) company under the Rs 90,000 crore RP-Sanjiv Goenka Group, has announced the acquisition of UK-based Ascensos, a customer experiences outsourcing specialist for retail and eCommerce businesses, in a deal valued at £42 million. The transaction includes an upfront payment and earnouts. Founded in 2013, Ascensos provides business […]

Strengthening its footprint in India, dormakaba has inaugurated its third Customer Experience Centre, this time in Delhi. This follows the successful launches of similar centres in Mumbai (2023) and Bangalore (2021), allowing customers and partners across different regions of India to explore dormakaba’s cutting-edge products and solutions firsthand, as well as participate in on-site training. […]

Hinduja Global Solutions (HGS), a major player in the business process management industry, has announced the opening of a new customer experience (CX) hub in Cape Town, South Africa. This expansion is part of HGS’s broader strategy to enhance its service delivery for both existing and new clients in key markets like the US, UK, […]

Kapture CX, a leading GenAI-powered customer experience (CX) automation platform in India, has announced a strategic collaboration with Google Cloud to enhance customer experiences across various industries. Through this partnership, Kapture CX has launched its advanced CX and CRM solution on Google Cloud Marketplace, providing AI-driven tools to businesses of all sizes. As digital transformation […]

TravelNet Solutions (TNS), a leading provider of integrated software and marketing solutions for the hospitality industry, has announced Wendy Glover as its new Senior Vice President of Customer Experience. Glover’s extensive 24-year career in technology consulting, systems optimization, and property management system migrations positions her as a key figure in enhancing customer engagement and driving […]

Mural, a leader in the visual work platform space, is taking customer experience to the next level by integrating advanced artificial intelligence (AI) capabilities designed to enhance collaboration and innovation. In a significant move, Mural has become the first company in the visual collaboration sector to sign the European Union’s AI Pact, an initiative led […]

boost.ai announced the launch of AI-powered CX Insights, a trio of new features to its conversational AI solution that enables enterprises to better analyze customer interactions and improve customer experience. At its core, AI-powered CX Insights enables automatic review of every single conversation a virtual agent has with customers and provides enterprises with detailed, actionable insights. […]

Zendesk, a leading customer service and experience platform, announced new AI-driven initiatives aimed at revolutionizing customer engagement. During the Zendesk AI Summit in New York City, the company introduced AI-powered agents and copilots, as well as an advanced voice agent capable of handling customer conversations autonomously. CEO Tom Eggemeier noted a shift in focus for businesses, stating […]

The Melbourne Convention Bureau (MCB) is excited to announce the appointment of Nicolena Oborn as its new Chief Sales and Customer Experience Officer, a key role aimed at enhancing global sales strategy and improving customer experience. This appointment highlights MCB’s commitment to reinforcing Melbourne’s position as a premier international destination for business events, while also […]

Avaya, a worldwide leader in enterprise CX solutions, revealed its vision for the future of customer experience, orchestrated by AI.Unveiled at GITEX Global in Dubai, Avaya’s ‘Virtual Operations Manager’ concept showcases what’s possible, demonstrating how the collaboration between human intelligence and artificial intelligence can revolutionize the management of customer experience at the contact center level. This innovation, […]