BT Taps Anthropic’s Powerful Project Glasswing to Harden UK Network Security and Secure Customer Engagement

BT has confirmed it is joining Anthropic’s Project Glasswing, becoming the first UK enterprise to publicly declare membership of the initiative. The announcement came at the UK Government’s AI Adoption Summit, where BT Chief Executive Allison Kirkby committed the company...

Meet Your New CX Editor

Every time you chase a missing parcel, extensively argue with an automated phone menu, or receive a follow-up email so perfectly timed it’s uncanny, you are living and breathing inside someone’s customer experience strategy. CX is not a vertical. It...

Half a Million NHS Staff Are Getting Microsoft Copilot — How Might it Empower Their CX Teams?

NHS England announced this week that it will roll out Microsoft 365 Copilot to 505,000 clinicians and support staff. This follows what it describes as the largest AI trial of its kind in healthcare. A pilot involving 30,000 staff across 90...

Verizon CEO Just Said What the Contact Centre Industry Already Suspected About AI and the Workforce

Executives rarely admit in public what they might say in private about artificial intelligence and the workforce, especially contact centre roles. Dan Schulman, chief executive of Verizon, broke that convention at the Bloomberg Tech Conference in San Francisco on 4...

Microsoft’s New Always-On ‘Scout’ AI Agent Works While You’re on Calls

Microsoft used its Build 2026 developer conference to introduce something it is calling an Autopilot. This is a category of AI agent designed not to answer questions, but to keep work moving without being asked. The first example, Microsoft Scout,...

ServiceNow to Elevate AI Governance With New Cognizant Neuro AI Trust Integration

Cognizant has announced the integration of its Neuro AI Trust platform with ServiceNow. It will combine ServiceNow’s AI Control Tower with Cognizant’s real-time assurance infrastructure. The result is designed to give enterprises a single environment in which AI governance is...

Salesforce Secures Big Win With New FIFA World Cup 2026 Agentforce Deal

FIFA has named Salesforce as an Official Tournament Supporter of the 2026 Men’s World Cup. Its Agentforce 360 platform and Slack will handle workforce coordination, tournament operations, and stakeholder engagement across both competitions. It will also be an official partner...

Zendesk Puts AI-Powered IT and CX Support Inside Microsoft 365

Zendesk has launched the Zendesk Support Assistant for Microsoft 365. Built on Microsoft Agent 365, it brings ticket resolution, issue escalation, and support workflow management directly into Teams, Outlook, Word, and the rest of the Microsoft 365 suite without requiring...

8×8 Launches Pulse to Turn Conversational Data Into Actionable Business Intelligence

8×8 has introduced 8×8 Pulse, a conversational intelligence solution designed to surface insight from the calls, emails, chats, and support interactions that businesses already generate, but rarely use systematically. The platform is built on what 8×8 describes as a native conversational...

UK’s HMRC to Modernise its Contact Centre With Capgemini, NiCE, Route 101 Partnerships

The UK’s HM Revenue & Customs (HMRC) has confirmed a multi-year contract with Capgemini, working alongside NiCE and Route 101. The shared ambition is to replace its legacy contact centre infrastructure with a unified, cloud-native platform. The work will consolidate...

Zoom Elevates Revenue Accelerator’s Conversational Intelligence With New OpenAI Plugin, MCP Connector

Zoom has launched the Zoom Revenue Accelerator (ZRA) MCP Connector, a new integration that gives MCP-compatible AI platforms direct access to sales conversation data, deal intelligence, and coaching insights from within the ZRA platform. A companion plugin for OpenAI Codex...

Salesforce Confirms Contentful Acquisition in Bid to Own End-to-End Customer Experience

Salesforce has signed a definitive agreement to acquire Contentful, a major composable content platform. The transaction is expected to close in Q3 of Salesforce’s fiscal year 2027, subject to regulatory approval. Contentful is one of the most widely adopted content management...