Author: Angelina Maksimovic

NiCE and Salesforce Bring Real-Time AI Orchestration to Customer Service

NICE and Salesforce have expanded their partnership to deliver seamless, AI-powered customer experiences through deeper integration between NICE CXone Mpower and Salesforce Service Cloud. Building on their 2022 launch of Bring Your Own Telephony with Salesforce Service Cloud Voice, the two...

Intermedia Adds Microsoft 365 Email to Intelligent Archiving

Intermedia Cloud Communications has unveiled an upgrade to its Intelligent Archiving platform, the addition of Microsoft 365 (M365) email. This move allows businesses to store and manage their emails right alongside voice calls, chat, SMS, and video communications, including data...

UK Doctors Burning Out as Training Struggles and Workload Collide

Almost a quarter (23%) of UK doctors took time off in 2024 due to stress, nearly double the proportion recorded just five years ago, according to new figures from the General Medical Council (GMC). While the proportion at high risk...

Gen Z and Millennials Plan to Spend Big on Travel This Summer

According to the 2025 Summer Savings Survey by CIT Bank and Harris Poll, 33% of Americans say they’re actively saving for a vacation this year, beating out other major financial goals like emergency funds (30%), new cars (26%), and home...

OpenAI Launches GPT-5: Faster, Smarter, and More Human-Like

OpenAI has launched GPT-5, its most advanced and capable AI model to date, marking what CEO Sam Altman calls a “PhD-level” leap in intelligence. The latest model, launched on August 7, 2025, is faster, smarter, and more useful than any...

Kustomer Lands $30M Series B to Scale AI Agents for Smarter Customer Support

Kustomer has secured a $30 million Series B funding round led by Norwest, with continued investment from Battery Ventures, Redpoint Ventures, and Boldstart Ventures. This fresh capital will fuel the company’s ambitious AI product roadmap, accelerate platform innovation, and support...

This Week in CX: Retail, Travel & Healthcare Get an AI Upgrade

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how AI-driven innovations and strategic partnerships are reshaping customer experience, healthcare, travel, and retail to deliver smarter, faster, and more impactful results. We’re also discussing...

Gen Z Is Using AI at Work, They’re Just Not Telling You

For today’s digital-native workforce, AI has quickly become a go-to productivity booster. According to new findings from the 2025 Cox Business Workplace Technology Survey, Millennials and Gen Z employees are using AI agents regularly, whether it’s summarising meetings, generating ideas,...

LivePerson Elevates Customer Journeys with Google Cloud’s LLM and AI Tools

LivePerson has announced an expanded partnership with Google Cloud aimed at delivering a new era of intelligent customer experiences. Through this deepened collaboration, LivePerson will integrate Google Cloud’s latest AI technologies, such as Gemini 2.5 and Vertex AI, into its...

RingCentral Contact Center Gets a Boost with NiCE CXone Mpower Integration

RingCentral has announced a multi-year extension of its long-standing alliance with NiCE to deliver integrated, AI-first solutions for businesses looking to modernise and scale their customer experience operations. Under the renewed agreement, RingCentral will continue to provide RingCentral Contact Centre, an...