Amelia Brand

2 weeks ago | cxnetwork.com | Amelia Brand

Marks & Spencer (M&S) has restored limited functionality to its website following a major cyber-attack. But, for many customers, the bigger concern now surrounds the customer data breach. As the high street giant works to bring its online services back online, the incident has become a warning against the risks that cybersecurity failures pose to customer experience (CX) and consumer trust.

3 weeks ago | processexcellencenetwork.com | Amelia Brand

Agentic AI is already having a large impact on process excellence and operational excellence (OPEX) by enabling tools that can independently plan, act and adapt in real time. Rather than responding to prompts, these agents proactively complete tasks, learn from their environments and collaborate across systems, which is a significant step beyond generative automation. Agentic AI acts autonomously and can plan ahead to adapt to users’ needs.

3 weeks ago | cxnetwork.com | Amelia Brand

Talkdesk, a leader in AI-driven customer experience (CX) solutions, is breaking new ground for small businesses with the launch of Talkdesk Express, a streamlined, enterprise-grade customer service platform designed specifically for companies with limited resources. This platform gives smaller organizations access to the same enterprise-grade artificial intelligence (AI) tools trusted by global brands without the cost or complexity typically associated with enterprise software.

1 month ago | processexcellencenetwork.com | Amelia Brand

Business process management (BPM) is undergoing a major evolution as organizations adopt new tools to achieve efficiency and innovation. At the heart of this shift is the integration of intelligent technologies – particularly artificial intelligence (AI) and advanced analytics – that empower teams to understand, optimize and transform their operations faster and more effectively than ever before.

1 month ago | cxnetwork.com | Amelia Brand

Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer When transparency backfires: lessons from Amazon’s tariff controversy Add bookmark When news broke that Amazon might start listing tariff costs on some of its product pages, it looked...