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Author: CXDRIVE

All consumers demand accuracy, while younger consumers stand out with an affinity for self-service and AI, a Decagon survey found.

Author: April Lara

Technology enhances service but the human touch defines it

Author: April Lara

The The Irish CX Impact Awards 2025 is set to celebrate the companies, teams, and projects that are transforming customer experience across Ireland.

Author: GNW

The global CRM BPO services market is projected to grow from US$16.8 billion in 2024 to more than US$24 billion by 2030, reflecting a 6.1% CAGR. This growth is being fuelled by rising demand for outsourced solutions that deliver seamless multi-channel engagement, cost efficiency, and compliance.

Author: CMSWIRE

Japanese firms are embracing AI at speed, while US companies remain more cautious. Yet when it comes to service failures, consumers in both markets share a breaking point—difficult escalation and poor access to humans drive anger, disloyalty and even revenge behaviour.

Author: TECH

As digital platforms race to scale customer support with AI chatbots, most customers remain unconvinced.

Author: NewsSap

UAE-based Grandiose Supermarket, part of the Ghassan Aboud Group, has signed an agreement to implement RISE with SAP S/4HANA Cloud – Private Edition, integrated with SAP Business AI, as the digital backbone of its nearly 50-store retail network.

Author: ITPro

B2B customers now expect the same seamless, low-friction experiences they enjoy with consumer platforms like Amazon and Uber.

Author: PRNnewswire

Mobile penetration across Asia-Pacific has surpassed 100% in nearly every market, creating hyper-connected customers who seamlessly move between multiple messaging apps and expect instant, context-aware service.

Author: April Lara

This week, innovation is taking centre stage as AI tools move from concept to frontline applications, reshaping how companies anticipate and respond to customer needs.