Tag: Customer engagement

Teknosa rolls out personalised, location-based offers to customers

Teknosa, a consumer electronics retailer in Turkiye, is sending out to its customers, based on their location. Launched in November, the service enables the retailer to send a personalised invite via its app or SMS to customers if they are...

8×8 introduces RCS support to elevate customer engagement and omnichannel messaging

8×8 has announced the integration of Rich Communication Services (RCS) into its 8×8 Contact Center. This addition allows businesses to engage customers through highly interactive, two-way messaging, enhancing personalisation and trust in digital communication. 8×8 is also launching RCS Business Messaging...

Study reveals how app crashes wreck consumer trust

An app crashing could be the digital age’s equivalent of a car breaking down on the highway—users are left stranded mid-task, fuming with frustration. A new study reveals just how deep the damage runs, from lost engagement to abandoned platforms...

AI-driven CX: how Medallia is moving beyond surveys to automation

Medallia has unveiled a transformative vision for the future of CX, introducing seven AI-powered tools designed to move enterprises from traditional surveys to real-time automation and action. Announced at Medallia Experience ‘25 in Las Vegas, these advancements aim to transform...

Genesys introduces a new tool to listen to customers on social media

Genesys has officially launched Genesys Cloud Social, a tool that allows organisations to leverage real-time insights from social media to enhance customer engagement. The feature expands the capabilities of the Genesys Cloud platform, enabling businesses to listen to and analyse...

The art of listening to what’s not said: How I learned to detect customer frustration without a complaint

Have you left a restaurant mildly annoyed but still told the waiter it was “fine” before vowing never to return? That’s the quiet churn many businesses face daily, a trend that’s costing them more than they realise. I’ve worked in fast-paced...

AI advances as UK grapples with economic and social decline

The UK slips to 23rd in global happiness ranking    The UK has dropped to 23rd place in the World Happiness Report, its lowest in nine years. Finland remains the world’s happiest country, followed by Denmark and Iceland. Experts suggest declining youth...

IT vs Marketing compromising user experience decisions

The split between IT, marketing and customer-facing roles continues to rear its ugly head. Stats from Storyblok show that only 30% of IT leaders involve their marketing teams in user experience decisions. Those choices impact the customer experience, resulting in...

Adobe paints a new canvas for customer experience with AI

At the Adobe Summit, Adobe unveiled tools designed to enhance customer experiences through AI-driven personalisation and seamless engagement across all touchpoints. “Delivering a unified customer experience requires a much more agile and streamlined operation that solves real customer pain points,...

Braze enhances personalised shopping experiences with Shopify integration

Braze has announced a strategic partnership with Shopify, introducing new integrations and features that enhance personalised shopper interactions. These advancements give brands real-time insights into customer preferences, allowing them to craft targeted campaigns that deepen engagement and strengthen customer relationships. The...