NiCE announced that Staysure, the UK’s leading travel insurance provider, is accelerating its mission to become Europe’s largest travel insurer by transforming its customer service operations with NiCE’s AI-driven platform, CXone Mpower. Continue reading Staysure Selects NiCE CXone Mpower to Transform Insurance Experience for Travellers
All posts by Sam Heggie-Collins
RingCentral announces General Availability of AI Receptionist (AIR)
RingCentral, Inc., a global leader in AI-powered business communications, announced the general availability of its AI Receptionist™ (AIR), an AI phone agent that uses generative AI to automatically answer customer questions and transfer callers to the right place, which now serves over 2,000 organizations. Continue reading RingCentral announces General Availability of AI Receptionist (AIR)
Talkdesk launches Travel and Hospitality Experience Clouds
Talkdesk®, Inc. announced the launches of Talkdesk Travel Experience Cloud™ and Talkdesk Hospitality Experience Cloud™. These new customer experience (CX) solutions enable providers to deliver digital-first support powered by agentless artificial intelligence (AI). Continue reading Talkdesk launches Travel and Hospitality Experience Clouds
Introducing Genesys Cloud AI Studio: Empowering Businesses with Responsible, Agentic AI for Transformational CX
Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced Genesys Cloud™ AI Studio – the foundation organisations need to responsibly move to agentic AI-driven customer engagement. Genesys Cloud AI Studio is a centralised innovation hub designed for building, managing and scaling AI faster. Continue reading Introducing Genesys Cloud AI Studio: Empowering Businesses with Responsible, Agentic AI for Transformational CX
PepsiCo Leverages Salesforce’s Agentforce to Advance AI Agenda
PepsiCo announced plans to deploy Agentforce — the digital labour platform from Salesforce for bringing trusted, autonomous AI agents into the flow of work. Continue reading PepsiCo Leverages Salesforce’s Agentforce to Advance AI Agenda
Forrester Introduces The Total Experience Score: A New Metric For Measuring The Power Of A Unified Brand And Customer Experience
According to Forrester’s Global Total Experience Score Rankings, 2025, when companies align their brand promise with the experiences they deliver across both customer and non-customer segments, they are better positioned to win and serve customers — unlocking up to 3.5x revenue growth and significantly boosting customer loyalty. Continue reading Forrester Introduces The Total Experience Score: A New Metric For Measuring The Power Of A Unified Brand And Customer Experience