customer experience

ServiceNow building | ServiceNow and Era Software

ServiceNow Accelerates Agentic AI Roadmap With Acquisition of AI Native Conversation Data Analysis Platform Cuein

ServiceNow has announced its acquisition of Cuein, a leader in AI native conversation data analysis, to enhance the effectiveness of its AI agents by transforming siloed customer interaction data into actionable insights, aligning with its strategy to redefine human-centered AI across enterprises.

Customer Experience Solution of the Year Award

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Best ERP Vendor

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a row of orange Sainsbury's delivery trucks parked next to each other on a sunny day | Microsoft and Sainsbury's AI partnership

Automation

Sainsbury’s and Microsoft to power up customer experience with AI

Sainsbury plc and Microsoft today announced a new five-year strategic partnership to help deliver the retailer’s Next Level Sainsbury’s strategy.

image of Aberdeen, Scotland, UK | Aberdeen City Council and Microsoft

Analytics and AI

Aberdeen City Council to double query responses with Microsoft chatbot

Aberdeen City Council has launched an enhanced version of its AB-1 in Azure, to optimize and scale its chatbot.

image of a red dragon for the lunar new year

Service Management

Editor’s words: The Year of the Customer

ERP Today readers, welcome to the Year of the Customer. Our editor, Giacomo Lee, reminisces on 2023 which was the Year of the Partner.

buildings and skyscrapers in Hong Kong Miramar

CRM and Customer Experience

Hong Kong conglomerate Miramar Group transforms CX with SAP Emarsys

Miramar Group has announced it is leveraging SAP Emarsys to advance its customer experience by harmonizing customer data from business units.

image of brain, AI on purple, blue and yellow pastel background | CX Foundry

Capgemini and Salesforce enhance GenAI portfolio with new CX Foundry

Capgemini has announced its expanded collaboration with Salesforce and has enhanced its generative AI capabilities with the launch of a generative AI for CX Foundry for clients leveraging Salesforce.

Scrabble tiles that say listen more : gartner certinia customer experience

CRM and Customer Experience

Shut up and listen to your customers

Customer satisfaction broken down into three primary elements: Simplify, focus and listen!