Salesforce Wants to Run Your Entire Contact Centre From One Screen With New Workforce Engagement Management Offering

Contact centre workforce engagement management has a new competitor. Three months after launching Agentforce Contact Center at Enterprise Connect, Salesforce has returned to the stage, this time at Customer Contact Week in Las Vegas, to fill in what was feasibly...

Zoom Elevates Its Virtual Agent Contact Centre AI Platform With a Proper Feedback Loop

Zoom has updated Zoom Virtual Agent with tools for generating, testing, and optimising AI-powered customer service agents. This adds measurement and performance capabilities to its AI contact centre platform that, until now, was arguably stronger on deployment than on what...

CX Voices: Why the NHS Must Rethink How It Talks to Patients with Tom Boyle

For the first time in history, four generations share the same workforce. They are also sharing the same waiting rooms. Yet the NHS still defaults to the letter and the phone call. In the latest episode of CX Voices, Katie...

SAP CEO Says His Developers May Have Four Years Left Before AI Displaces Them. Here’s Why CX Leaders Should Pay Attention

Christian Klein has a prediction about his own workforce, and it is not a comfortable one. The chief executive of SAP, Europe’s largest software company, with a market capitalisation of around $195 billion and more than 110,000 employees globally, told...

Big Tech is Increasingly Moving Beyond ‘Human in the Loop’: Can Agentic AI Oversee Its Own Governance?

The human reviewer at the end of your AI pipeline may be less useful than you think. That, at least, is the argument being made by one of Amazon’s most senior security engineers. The rest of Big Tech appears to...

Your Customer Experience News Roundup: Anthropic’s Models Go Dark, Salesforce Has a Busy Week, and 79% of Your Customers Won’t Wait

This week in customer experience news, a US government export control directive pulled the most advanced AI models on the market from enterprise customers mid-deployment. Meanwhile, Salesforce acquired a colossal business, expanded a major data partnership, and shipped a general...

Amazon Is Investigating the Engineers Who Testified Against Its Data Centres

Amazon is investigating three of its engineers after they testified before the Seattle City Council last month in support of a moratorium on new AI data centre construction. This is a move the employees’ lawyers say violates a local ordinance...

Pega Adds Agentic AI Marketing Layer to Its Decisioning Platform

Pegasystems has added a new layer to its Customer Decision Hub platform. Pega Customer Engagement Studio, announced this month at PegaWorld in Las Vegas, is an agentic AI workspace that pulls Pega’s own agents and outside tools together so a...

Salesforce and Databricks Partner to Elevate Cross-Platform Data Governance Guardrails for AI

Salesforce and Databricks have announced an expansion of their strategic partnership. It introduces cross-platform data governance AI capabilities aimed at keeping corporate data secure as businesses deploy autonomous agents. The updates build upon the companies’ existing “Zero Copy” architecture. This allows...

Copilot Cowork For Dynamics 365 is Now Generally Available: Microsoft Winds Up Its AI Clockwork for CX Teams

Microsoft has moved its Copilot Cowork platform into general availability worldwide, officially connecting its multi-step AI orchestration tool to Dynamics 365 Sales and Customer Service. The release transitions the system from a three-month corporate preview into a standard production product. This...

Customer Experience Compliance: How Regulation Became CX’s Best Growth Lever

Customer experience compliance has an image problem. Mention it in a planning meeting, and most people picture fines, audits, and the unglamorous cost of staying on the right side of regulators. That picture is out of date. As AI takes over...

Salesforce Puts $1bn Behind Agentforce in Italy, and One Number Tells the Real Story

Salesforce is spending $1 billion in Italy over the next five years. The money buys a new Milan office at Palazzo Missori, a hiring push in data science and deployment engineering, and a training programme called the Enterprise Architecture Academy....