Author: Angelina Maksimovic

AI Steps Into the Supervisor’s Chair: Intermedia Unveils Real-Time Coaching for Contact Centres

Intermedia Cloud Communications has introduced AI Supervisor Assist, a new AI-powered tool that gives contact centre supervisors the superpower of real-time insight and intervention while calls are still in progress. Designed to help leaders guide their teams more effectively in...

Amazon Web Services Debuts AI Agent Marketplace, Powered by Anthropic’s Claude

Amazon Web Services (AWS) has announced the launch of its AI Agent Marketplace, a platform designed to bring prebuilt AI agents to companies with just a few clicks. Slated to go live next week, the new marketplace aims to simplify...

“Revenge Quitting” Goes Mainstream, Says New Survey

A rising wave of workplace exits is turning heads, and it’s not the quiet quitting trend we’ve heard so much about. According to new research from Reed.co.uk, 15% of workers have “revenge quit,” resigning suddenly, without notice, often as a...

This Week in CX: Inbox Rage, Prime Day Panic & CX Hubris

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored Gen Z’s complex relationship with email, the surge of AI-driven scams targeting Prime Day shoppers, and innovative customer service breakthroughs from GCXA winners, such...

AI Boosts Productivity by 40%, But Leaves Workers Burned Out and Disconnected

A new study by the Upwork Research Institute reveals that while AI is unlocking massive productivity gains in the workplace, with workers reporting a 40% increase in output, this efficiency comes at a cost: emotional fatigue, burnout, and a shift...

Are You Tech-Ready, or Just Tech-Enthusiastic?

According to a recent Gartner survey of more than 200 customer service and support leaders, being savvy at choosing tech solutions only got teams halfway to success. Those proficient in evaluating vendors and products saw a 50% higher chance of...

AI Takes the Call: PayJunction and Twilio Launch Secure IVR Payment Integration

In a move set to reshape phone payment operations, PayJunction has partnered with Twilio to bring AI-powered Interactive Voice Response (IVR) capabilities directly into PayJunction’s payment ecosystem. This will enable merchants to automate secure phone payments, streamline workflows, and reduce...

Gen X Isn’t Falling for the Hype, They Want Payment Systems They Can Trust

Despite the growing popularity of mobile wallets and digital-first payment solutions, Generation X continues to stick with traditional payment methods, valuing security, reliability, and familiarity above all else. New research from omnichannel payment platform PXP reveals that 49% of Gen...

The Deepfake Crisis: $410M Lost in Just 6 Months, And It’s Only Getting Worse

A new report from Surfshark reveals a huge rise in deepfake-related fraud, with 580 incidents recorded in just the first half of 2025, nearly four times the total number seen in all of 2024. The financial fallout is equally alarming:...

Prime Day Turns Risky as AI Scams Flood the Internet

As Prime Day 2025 approaches, a new report from McAfee is sounding the alarm on the growing wave of artificial intelligence-driven scams targeting eager online shoppers. According to McAfee’s Global Prime Day Scams Study, cybercriminals have launched over 36,000 fake...