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 That picture is out of date.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....

What Anthropic’s Fable and Mythos Drama Really Means for Customer Experience Leaders

Anthropic’s Fable 5 and Mythos 5 AI models were suspended by the US government export control directive on 12 June 2026, following national security concerns. This was a first for any major AI lab. The shutdown has immediate implications for...

PwC Report Suggests Users With AI Skills Are at a Premium for Employers: Key Takeaways for CX and Contact Centre Teams

UK hiring for AI-related roles surged 61% over the past year, rising from 112,000 positions in 2024 to 180,000 in 2025, indicating the evolving skillsets are at a premium for many industries and businesses. This transpired even as overall job...

Impressive AI Chatbot Examples Leaders Should Learn From in 2026

There are two kinds of AI chatbot case studies circulating right now. The first makes you wince; a bot that confidently answers the wrong question, or stonewalls at the moment it matters most. The second actually teaches you something. That...

New 8×8 Capability Lets Contact Center Agents, Customers Speak Different Languages on the Same Call

When a customer phones a contact centre in a language the agent doesn’t speak, the usual outcomes are a transfer, a callback, or an abandoned call. 8×8 is endeavouring to cut that short, introducing live simultaneous voice translation to its...