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ServiceNow Hasn’t Cut Its Customer Service Headcount, Despite Deflecting 75% of Cases
In July, OpenAI CEO Sam Altman warned that AI advancements are leading to the ‘end of human customer service’.
Klarna Redeploys Staff to Customer Service, Pulls From Marketing, Engineering, and Legal Teams
Klarna has drafted staff from its marketing, engineering, and legal teams to bolster its customer service headcount.
Consumers want AI guardrails, but few business leaders have policies in place
More than one-quarter of CX leaders say their organization is ready to deploy agentic AI, despite having no governance policy in place, Genesys found.
Williams-Sonoma scales AI customer service assistant across portfolio
The company is also launching an AI “culinary companion” that will help customers with product discovery and offer advice on topics like holiday entertaining.
Shifting Expectations
Customer experience has always been in motion, but the pace of change today is striking.
Verint Confirms $2BN Takeover by Thoma Bravo, Set to Merge with Calabrio
Thoma Bravo has agreed to acquire Verint in a deal that values the tech provider at $2BN, including debt.
BT Group and AWS Unveil Strategic Partnership to Transform Customer Experience
In an era where digital transformation defines competitive advantage, BT Group’s latest five-year agreement with Amazon Web Services (AWS) is creating ripples in the telecommunications space.
Thoma Bravo to Expand AI-Powered Customer Experience Offering by Acquiring Verint
Software investment firm Thoma Bravo plans to expand its artificial intelligence-powered customer experience (CX) offering by acquiring CX automation firm Verint Systems.
Customer surveys alone are insufficient for understanding CX, study finds
Conversational intelligence can fill the gaps in insight left by surveys, and merging both strategies can help leaders craft better experiences, experts say.
Consumers want more control over loyalty program rewards
Giving customers more flexible rewards can drive loyalty by delivering greater personalization and value, EPAM Systems found.
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