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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.
Generational preferences are shaping attitudes toward customer service
All consumers demand accuracy, while younger consumers stand out with an affinity for self-service and AI, a Decagon survey found.
Human focused
Technology enhances service but the human touch defines it
The Irish CX Impact Awards 2025 spotlight the initiatives redefining customer experience in Ireland
The The Irish CX Impact Awards 2025 is set to celebrate the companies, teams, and projects that are transforming customer experience across Ireland.
CRM BPO services market set for strong growth as AI and automation reshape customer engagement
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.
AI adoption and consumer rage reveal contrasts between US and Japan
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.
Automation cannot replace the human touch in customer service
As digital platforms race to scale customer support with AI chatbots, most customers remain unconvinced.
Grandiose Supermarket adopts RISE with SAP and Business AI to power UAE growth
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.
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