Salesforce Drives Engagement with Formula 1’s 827 Million Fans

Formula 1 has long been one of the world’s most-watched sports, but keeping 827 million global fans engaged is no small challenge. A new AI-powered tool, built on Salesforce’s Agentforce platform, is being deployed by the sport to do just...

Google Cloud and Nexi Group Develop Autonomous Shopping for Europe

Google Cloud has announced a memorandum of understanding with Nexi Group to build the infrastructure for what they call “agentic commerce”, which will take consumer experiences in Europe beyond assisted journeys into autonomous ones. According to Google Cloud, its collaboration with...

ServiceNow AI Platform Powers Faster Customer Roaming Resolutions

A new collaboration between ServiceNow, NTT DOCOMO and StarHub aims to solve one of the most frustrating problems travellers face: losing mobile service abroad. Built on the ServiceNow AI Platform, the joint initiative introduces an autonomous roaming resolution designed to...

Tealium and Diabolocom Partner to Provide Context-Aware CCaaS

Customer expectations are rising fast. People want quicker answers, more personalised service and smoother experiences across every channel. In response, technology providers are increasingly joining forces to close gaps in their offerings. The latest example comes from Tealium and Diabolocom,...

ServiceNow Launches Autonomous Workforce with AI Customer Service Specialist

ServiceNow has launched Autonomous Workforce, a team of AI specialists capable of performing complete roles within an organisation. They will have the authority and controls needed to carry out real enterprise work, which ServiceNow says will enable employees to focus...

AI Fears Cast a Shadow Over Salesforce’s Earnings Results

Despite strong financial results, expanding AI products and confident leadership messaging, investor anxiety around artificial intelligence continues to weigh on Salesforce. The company’s latest Q4 2026 earnings show momentum across revenue, product innovation and enterprise adoption. The market responded by...

Malaysia Airlines Deploys Ada’s Agentic CX Platform

Malaysia Airlines is expanding its digital service strategy through the adoption of Ada’s Agentic Customer Experience (ACX) model, which now powers its AI customer service agent, ‘Mavis’. The system is designed to support travellers at multiple points across the journey,...

Zoom Unveils Virtual Agent 3.0 to Combat Customer Issues

Customer experience leaders are increasingly judged on how completely they solve problems, not just how quickly they respond. Zoom’s new Virtual Agent 3.0 is pitched directly at what it calls the “resolution economy”, where first-contact resolution, reduced repeat contacts, and...

Is RingCentral’s Post-Earnings Rally A Bit Premature?

RingCentral’s stock has surged nearly 15 percent, following its Q4 2025 results and forward guidance. Investors have clearly responded to strong profitability targets, shareholder returns, and ambitious artificial intelligence positioning. With the share price now sitting above average analyst expectations...

Reskilling Required: WEF Cautions Workers Against Impacts of AI

As artificial intelligence reshapes industries and workflows, the urgency of workforce reskilling has become impossible to ignore. A recent World Economic Forum (WEF) report estimates that, within the workplace, nearly 40 percent of workers’ core skills are expected to change...

Staffing Still Matters for CX, Gallup Survey Reveals

Artificial intelligence is widely seen as the engine of a leaner, more productive future. Across industries, organisations are reducing headcount, automating tasks and pushing employees to do more with less. However, new research by Gallup suggests that even as automation...

Salesforce Continues AI Drive with Momentum Acquisition

Salesforce’s latest acquisition is a clear demonstration of its conviction in its AI solutions, most notably Agentforce. With shares sliding over the past year and speculation around valuation intensifying, however, questions remain about whether this aggressive expansion is courageous or...