Five9 Reports Record AI-Driven Growth, Following Sector-Wide Paradox

Five9 has delivered standout earnings driven by accelerating enterprise AI adoption. Despite strong financial performance and bullish forecasts, however, the cloud contact centre provider’s share price has continued to slide. This reflects a similar disconnect across the customer experience technology...

Genesys Cloud Launches on AWS European Sovereign Cloud

The expansion of the Genesys Cloud platform onto the AWS European Sovereign Cloud marks more than a regional infrastructure update. It signals a shift in priorities, as organisations increasingly seek out cloud service providers that can offer data sovereignty. According to...

CX Leaders Reassess Outsourcing Partners Despite Positive Results

Customer experience outsourcing is entering a new phase of maturity, according to the latest SupportNinja survey. Outsourcing has shifted from a tactical function to a central pillar of CX execution, yielding high satisfaction scores. Nevertheless, many organisations appear to be...

Customer Service Leaders Under Pressure to Deploy AI, Gartner Finds

Customer service leaders are facing mounting pressure to accelerate artificial intelligence adoption, as organisations push to modernise operations and improve customer experience. New research by Gartner suggests that AI is no longer viewed as an optional enhancement, but as a strategic...

Zoom Research Explores AI’s Impact on CX

New research commissioned by Zoom reveals just how central artificial intelligence is becoming to modern customer experience strategies. The report, carried out by Morning Consult and co-produced with CMSWire, paints a clear picture of a fast-moving landscape in which AI...

White-Collar Work to be Automated Next Year, Says Microsoft AI CEO

Mustafa Suleyman, CEO of Microsoft AI, delivered a stark prediction about the future of professional work. In a recent interview with the Financial Times, Suleyman claimed artificial intelligence is nearing the same standard as most human knowledge-based roles, and the...

A Growing Market: Real-Time AI Coaching for Customer Reps

The real-time AI coaching marketplace for customer support agents continues to accelerate, with WINN.AI being one of the latest platforms to secure fresh investment to fuel its expansion. The Tel Aviv-based company has now raised $18 million in Series A funding,...

With Sovereign Cloud Spending Set to Triple, CCaaS is Going Local

According to Gartner, worldwide sovereign cloud infrastructure as a service (IaaS) spending is expected to reach 80 billion dollars in 2026, representing a 35 percent annual increase. This surge reflects a structural shift in how organisations think about cloud adoption. The...

Cisco’s President Wants AI Agents to be Treated Like Co-Workers

Cisco President Jeetu Patel believes artificial intelligence should not simply be seen as a tool. Instead, he revealed in an interview with Euronews, AI agents should be treated like a “digital co-worker”. This belief is not limited to Cisco. Patel...

AI Enables Nearly 1,000 More Job Cuts at Salesforce

Nearly 1,000 jobs have been cut at Salesforce alongside executive changes, as it deepens its investment in artificial intelligence. The latest move, reported by Business Insider, continues a pattern that has been developing for more than a year. As workforce...

How to Capitalise on the 350 Percent Growth Decade Forecast for DXPs

The global digital experience platform market is entering a decisive growth phase. New market data points to a dramatic expansion over the next decade, but scale alone will not determine who benefits. As DXPs evolve from content platforms into orchestrated...

Adobe Goes All Out On AI Ads: Is Advertising the New Battleground?

Advertising has always played a central role in how large technology companies shape market perception. As artificial intelligence becomes the defining competitive arena, however, advertising itself is starting to look like a strategic battleground. Adobe is a clear example of...