Twilio, the leading cloud communications platform announced that Marks & Spencer has selected Twilio to power its customer communications across 640 locations and 13 UK-based contact centre hubs. The project to automate Marks & Spencer’s legacy switchboard operation took less than six months from concept to launch and will allow Marks & Spencer to analyse customer intent in real time for more than 12 million customer interactions annually. Continue reading Marks & Spencer Calls on Twilio to Transform its Communications with Customers →

NICE inContact, a NICE business announced business results TechStyle Fashion Group achieved with the NICE inContact CXone AI Self-Service Solution, including integrated SmartActionOmni-bot™, that improves operational efficiency, enhances customer experience, and reduces operational costs. Continue reading NICE AI self-service solution delivers improved efficiency and outstanding cost-savings for TechStyle →

Talkdesk, the enterprise contact centre platform and fastest growing Contact Center as a Service provider, was selected by Avetta to replace its legacy contact centre software. Talkdesk was chosen by the global leader in cloud-based supply chain risk management to modernize its customer service operations, consisting of more than 200 seats across three contact centres in the United States and United Kingdom. Continue reading Avetta Selects Talkdesk to Advance Global Contact Centre Operations →

Medallia, the global leader in customer experience management announced that JOANN, the leading fabric and crafts retailer with millions of customers across the U.S., has implemented Medallia Experience Cloud to collect holistic, actionable customer feedback in real-time. With Medallia’s’s ability to capture feedback across all channels and to immediately prompt Team Member action, JOANN aims to strategically integrate insights and improve the customer experience. Continue reading JOANN Partners with Medallia to Create Inspiring Customer Experiences →

Flytxt, the independent market leader in intelligent customer engagement technology, has signed a deal with telecoms giant MTN Group to automate both inbound and outbound marketing across its entire network of more than 217 million subscribers. Continue reading MTN Group to use Flytxt’s AI-driven, multi-channel customer engagement technology across network →

Converged ICT Services Provider GCI has won a substantial contract to support Thrive Homes’ agile working and transformation of the customer experience. Headquartered in Hemel Hempstead, Thrive has a portfolio of around 5,000 homes supported by over 70 remote and office based staff as well as 25 field-based operatives who work across Hertfordshire, Buckinghamshire and Bedfordshire. Continue reading Thrive Homes Select GCi to Revolutionise their Customer Experience →