Vonage, a leading provider of cloud communications and a subsidiary of Ericsson, has joined forces with Amazon Web Services (AWS) to integrate Amazon Nova Sonic, an AI-driven voice agent, into its Voice API. This strategic collaboration is aimed at delivering highly realistic and responsive voice experiences that boost customer satisfaction and improve business efficiency. AI […]
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Kantar has launched a new solution, ExperienceEvaluator, to help brands accelerate customer experience (CX) benchmarking and enhancement with insights delivered in as little as four days. Built on Proven MDX Framework The tool leverages Kantar’s proprietary Meaningfully Different Experiences (MDX) methodology — a framework backed by over 30 years of research — to link customer […]
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Fujitsu has announced the return of Jo Healey as Vice President and Head of Customer for Australia and New Zealand, reaffirming its commitment to customer-centric digital transformation in the region. Healey, who previously served in leadership roles at Fujitsu from 2006 to 2014, including her tenure as Managing Director of Fujitsu New Zealand, brings with […]
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CX, or customer experience, encompasses all of the actions taken by a company or organization to prioritize its clients’ needs and experiences. You may have a natural ability to distinguish between positive and negative client experiences. For example, suppose you’d like a latte. Is the staff attentive when you visit the coffee shop? Do they […]
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Locks & Architectural Solutions, a division under the Godrej Enterprises Group, has unveiled its new Service CRM—a robust, all-India after-sales ecosystem designed to revolutionize customer support in India’s evolving smart home and security market. This digital-first platform is a strategic leap forward in the company’s ongoing journey to deliver elevated customer experiences and premium service […]
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1. Your company recently launched an end-to-end factory shop tailored for foreign businesses, focusing on sectors such as retail, FMCG, automotive, gaming, AI, and deep tech. How does this initiative aim to transform the customer experience journey for global clients entering the Indian market? What CX-focused infrastructure or support systems have you put in place […]
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Quantum Metric, a leader in digital analytics focused on customer-driven innovation, is commemorating the one-year anniversary of its generative AI tool, Felix AI. Since its debut in April 2024, Felix AI has seen rapid adoption across global enterprises, helping brands better understand customer behavior. Usage of the solution surged by 400% in the first four […]
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Have you ever given up on buying from a brand, not simply because their goods were poor, but simply because it didn’t appeal to you? Or maybe the website kept malfunctioning, the person handling your complaint was unpleasant or your package was delayed without any notice. That’s customer experience (CX) in action. In 2025, CX […]
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I’ve spent 17 years chasing one north star: how to make customers feel truly seen.But somewhere along the way, I realized—You can’t build unforgettable customer experiences on the shoulders of forgotten workers. Behind every “delighted customer” is a blue-collar hero—showing up, holding up, stepping up often without tools, training, or a thank you. And if […]
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THOR Industries, Inc. announced a strategic realignment within its portfolio of motorhome brands with the goal of improving production efficiency and upholding high standards of customer satisfaction. As part of this project, Tiffin Motorhomes will take over production of Entegra Coach’s diesel Class A motorhomes at Jayco, Inc.’s Red Bay, Alabama factory. This shift is […]
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