Decagon, a leading AI agents platform for customer experience, has announced the launch of Decagon University, an AI education initiative designed to empower teams across customer experience (CX), product, and engineering with the skills needed to build, optimize, and scale AI agents. The program was unveiled at the company’s first Decagon Dialogues event, alongside the […]
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Central Pacific Bank (CPB) has appointed Emmaly Calibraro as its new Vice President and Director of Enterprise Customer Experience. In this role, she will spearhead initiatives to elevate customer satisfaction, foster loyalty, and strengthen CPB’s commitment to innovation, service excellence, and community engagement. With more than 25 years of leadership experience, Calibraro brings expertise in […]
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Tata Consultancy Services (TCS), a global leader in IT services, consulting, and business solutions, has expanded its partnership with Vodafone Idea (Vi) to modernize the telecom giant’s business support system (BSS) through an AI-driven, future-ready platform. The five-year strategic collaboration aims to enhance customer experience by embedding intelligence, automation, personalization, and agility into Vi’s operations, […]
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Volkswagen Group UK (VWG UK), a wholly owned subsidiary of the Volkswagen Group, has unveiled a new chapter in its customer experience (CX) journey through a strategic collaboration with Medallia, Inc., a global leader in customer and employee experiences solutions, and Ipsos, a world-renowned research and analytics firm. The initiative, branded as CX Health, represents […]
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inDrive, the global mobility and urban services platform, has entered a strategic partnership with Abacus Outsourcing, a fast-growing leader in Business Process Outsourcing (BPO). The collaboration aims to strengthen customer experience by integrating Abacus’s advanced support expertise with inDrive’s peer-to-peer ride-hailing platform, ensuring seamless, proactive, and customer-centric services for millions of users. The official launch […]
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Akasa Air, India’s fastest-growing airline, has appointed Naarayan T V as its new Chief Marketing Officer (CMO), effective August 29, 2025. In this role, he will lead the airline’s marketing, corporate communications, ESG initiatives, customer experience, eCommerce, loyalty programmes, and partnerships, while also serving on Akasa’s Executive Committee, contributing to strategic leadership decisions. The appointment […]
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AIA Singapore has joined forces with Singapore Airlines Academy to roll out a customised talent development programme designed to raise customer experience (CX) standards and equip its workforce for the future. The initiative will introduce a series of interactive workshops across the company, fostering a customer-first mindset while building practical service skills. Each session, capped […]
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Samsung Electronics has expanded its Home Appliance Remote Management (HRM) service worldwide, enhancing how users monitor, troubleshoot, and resolve issues with their connected home appliances. The service, now available in 122 countries and 17 languages, provides customers with seamless, real-time remote support for Samsung smart appliances. The HRM service integrates SmartThings-connected devices with Samsung’s global […]
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Fergus has appointed Hugh Walker as its new Head of Customer Experience. In this role, Walker will oversee customer-facing operations, strengthen the customer journey, and drive engagement across Fergus’ global markets, including Australia, New Zealand, the UK, and the US. Based in Sydney, Walker brings over ten years of expertise in customer success and engagement, […]
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Havas CX has elevated Deepali Saini, CEO of Think Design, to the global role of Chief Experience Design Officer. In this expanded capacity, she will become part of the Global CX Leadership Board and lead the agency’s Experience Design (XD) practice worldwide. Based in the Havas integrated village in Bengaluru, Saini will continue reporting to […]
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