Generative vs Conversational vs Agentic AI: Which is Best for Your CX Strategy?

Most business leaders already know that they need some sort of AI in their customer experience strategy. In fact, about 91% say they’re under more pressure to deploy intelligent tools than ever. The tricky part is deciding which flavour works...

Sitecore Buys Scrunch to Fight for Brand Visibility Inside AI Answers

Digital experience software vendor Sitecore has acquired Scrunch, an AI customer experience platform that tracks how brands turn up inside AI-generated answers, in a deal aimed at one of the harder problems in marketing right now. Buyers research products, compare...

When Patients Pick a Doctor, AI Beats Google and Word of Mouth

Choosing a doctor used to mean asking a friend, trusting a referral, or scanning an insurance directory. The decision has moved online, and patients increasingly hand the early research to a chatbot before they ever book an appointment. New data...

Autonomous AI Lost the Contact Centre to Humans and AI, Study Reveals

Across six customer-facing functions, enterprises have settled on the same answer to how they run service, and it is not what the autonomy narrative predicted. Human agents working with AI rank as the most-cited approach everywhere, from technical support to...

Sprinklr’s AI Is Hitting Every Number Except the One That Counts

Sprinklr’s first-quarter fiscal 2027 earnings call read like a vendor on a winning streak: AI revenue up 47% and containment rates above 90%. The company also signed the largest software deal in its history. Almost every number a vendor likes...

Vonage Embeds Industry-Specific AI Agents Into Its Contact Centre

Vonage has launched vertical-specific AI agents inside Vonage Contact Center (VCC), working with Avaamo for healthcare and Syndeo for financial services and retail to deliver industry-trained automation that runs without custom integration or tool switching. Earlier this year, Vonage connected live...

Centrical Raises $39 Million to Extend its Performance Software from Human Agents to AI

Agent performance software firm Centrical has raised $39 million in a Series D funding round to build a product for a task the contact centre has not faced until now, managing the performance of AI workers as if they were...

Hackers Took Over Instagram Accounts by Asking Meta’s AI Support Bot to Change the Email on File

Hackers seized control of multiple Instagram accounts over the weekend by instructing Meta’s AI support assistant to link an attacker-controlled email address to a target account, then resetting the password from there. 404 Media first reported the exploit, and TechCrunch verified...

The Best Loyalty Platforms for CX: Effective Tools for Tackling Churn

On the surface, it seems like loyalty is finally making a comeback, particularly for companies targeting Gen Z. Back in 2025, SAP Emarsys shared a report showing 68% of consumers agreed they were loyal to a brand. It’s not a...

Zoom Launches ZoomMate, an AI Assistant That Picks Up Where Your Meeting Leaves Off

Zoom has launched ZoomMate, an agentic AI work surface that carries a meeting’s decisions through to finished work inside the tools where teams already operate, from Salesforce and Jira to Slack and ServiceNow. The product builds on the system of...

Hyro Deploys Bilingual Voice AI at Tanner Health to Resolve Patient Calls Without Hold Times

AI agent platform for healthcare Hyro has gone live with a bilingual voice AI assistant at Tanner Health, a nonprofit healthcare system, answering inbound patient calls around the clock and cutting the long phone queues that build up in busy...

Loyalty Programme Best Practices: What Improves Retention in 2026

Some studies say loyalty programmes can generate up to 20% of a company’s profits. The trouble is that a lot of companies still design their scheme based on old assumptions about what customers actually want. BCG found that the average US...