Salesforce Turns Slack into the AI Nerve Centre for CX Teams

Customer-facing teams have long operated across a fragmented stack, which AI is now making worse. This can be a particular issue in the CX industry as siloed information could mean AI acting on a limited view of a customer and,...

Cyara Introduces Agentic AI Testing to Grow Trust in CX

The race to deploy agentic AI in contact centres is accelerating, but confidence in those systems has not kept pace. The AI-powered customer experience assurance provider, Cyara, has announced new agentic testing and AI governance capabilities designed to give enterprises...

Ask Nicely Launches AI Insights to Bridge Customer Feedback and Decision-Making

Customer experience platform Ask Nicely has introduced Ask NiceAI, a conversational AI interface that allows enterprises to question their customer feedback data and receive answers with visuals and ready-to-execute action plans in seconds. The tool gives companies a means of...

Could Rising Demand for XAI Improve Trust Issues in CX?

New research from Gartner predicts that, by 2028, the growing importance of explainable AI (XAI) will drive large language model (LLM) observability investments to 50% of GenAI deployments, up from 15% today. It is a forecast that reflects mounting pressure...

SAP Acquires Reltio to Drive Data Quality in Enterprise AI

SAP has agreed to acquire the cloud-native master data management (MDM) provider Reltio to make both SAP and non-SAP enterprise data AI-ready. It says it will provide business customers with the necessary tools to “unify, cleanse and harmonise data” in...

Salesforce Reveals Its AI Game Plan with the Launch of AI Foundry

Salesforce AI Research has introduced AI Foundry, a new initiative that brings together researchers, strategic customers, and academic partners to develop and validate AI capabilities at a pace the company says would be impossible through a conventional product cycle. The launch...

Gallup Finds Accountability is the Achilles Heel of Leadership

New Gallup research has identified accountability as the weakest of seven core leadership competencies, with fewer than half of leaders rating themselves highly at upholding employee performance standards. The findings point to a gap that is quietly costing organisations in...

Voice-First Agentic AI Gains Traction with IBM–ElevenLabs Collaboration

IBM and ElevenLabs have announced a new collaboration that brings advanced voice technology into IBM watsonx Orchestrate, expanding the platform from text-only workflows to natural spoken interactions. According to the announcement, “voice has become a critical medium for customer and...

Banking on AI: HSBC Weighs 20,000 Job Cuts as It Installs First AI Chief

Three signals in the space of a month tell a consistent story about where HSBC is heading. Last week, Bloomberg reported the bank is weighing cuts of around 20,000 roles, with AI cited as a factor reshaping its workforce needs....

Handwave Research Uncovers the Final CX Barrier to Palm Payments

New research from European fintech company Handwave suggests palm payments could soon become mainstream. It found that nearly half of US consumers would use palm-based payments if they felt confident that their privacy and security were guaranteed. The Censuswide survey...

DeepBrain AI Brings Conversational Avatars to Customer Service

Palo Alto-based DeepBrain AI has officially launched its B2B AI Video Agents for real-time, two-way enterprise interactions across customer service and internal operations. According to DeepBrain, the launch “signals a paradigm shift in how businesses communicate, moving beyond static video...

Oracle Launches AI Agent Teams to Target Continuous Revenue Growth

Oracle has introduced “outcome-driven” teams of specialised AI agents called Fusion Agentic Applications, designed to continuously drive revenue growth across CX and other industry workflows. Built into the Oracle Fusion Cloud Applications suite, which includes its Customer Experience platform, the...