Human Agents Are Trained, Evaluated on Speed, and Left to Guess the Rest

Every day, support agents handle hundreds of customer conversations that will never be seen by a quality reviewer. No one will check whether the agent communicated clearly, handled the issue effectively, or left the customer feeling valued. A new study...

Vonage Plugs Voice Into ServiceNow Workflows, Giving AI the Data It Was Missing

Vonage has announced a native integration with ServiceNow Voice, embedding live voice and real-time AI capabilities into ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) workflows for Vonage Contact Center (VCC) customers. Calls can now automatically trigger incident categorisation,...

Cresta Launches Knowledge Agent to Eliminate Contact Centre Guesswork

Cresta has launched Knowledge Agent, an AI assistant that monitors live contact centre conversations in real time and surfaces precise answers to agents without being prompted.The tool operates as a browser sidebar, running in the background as an agent moves...

The Metrics That Matter: What CX Stars Measure for Success

Ask a CX leader what they measure and you’ll usually hear the same three: NPS, CSAT, and customer effort. Ask the leaders in the CXM Stars 2026 cohort what genuinely moved the needle, and you get frameworks built for their...

Preparing for AI Outages in CX: What to Do When AI Stops Working

We’ve all felt the frustration that comes from AI having a “bad day” at some point. Like it or not, most CX employees rely on AI for something, whether it’s routing customers, analysing sentiment, or giving them tips on what...

Retail vs. Healthcare vs. Tech: How CX Challenges Differ Across Industries (And What We Can Learn)

The CX profession loves universal principles: journey mapping, closing the loop, and proving ROI. But spend time with leaders actually doing the work, and the industries that share the same language are fighting very different battles underneath. Here’s what three...

Avaya Launches a Voice Platform for When Failure Isn’t an Option

Avaya’s new mission-critical voice platform, Nexus, targets organisations in healthcare, financial services, emergency services, public utilities, and government and defence, where an outage is a crisis. These are sectors where standard collaboration tools have long struggled to meet the demands...

Consumers Will Let AI Shop for Them, Just Don’t Touch the Card

Retailers have spent the past year racing to embed AI agents into the shopping journey. Walmart linked up with Google’s Gemini. Salesforce acquired an AI commerce platform. Brands are optimising their product data for AI discovery rather than search engines....

5 Unconventional Strategies CX Stars Used to Win Over the C-Suite

Getting a great CX idea approved is often harder than executing it. Budgets are tight, executives are sceptical, and “improving customer experience” rarely competes well against a cost-reduction target in a board meeting. The CXM Stars 2026 features several leaders...

Appeals Court Clears Perplexity AI’s Shopping Agent to Run on Amazon, For Now

A federal appeals court has temporarily restored Perplexity AI’s ability to operate its agentic shopping tool on Amazon’s platform, pausing a lower court ruling that had ordered the startup to stop. The 9th U.S. Circuit Court of Appeals issued an administrative...

Are You Speaking to Your Customers or Past Them?

The words a brand chooses to describe its products say as much about its assumptions as they do about the products themselves. Those assumptions may be badly misaligned for financial companies, according to new research from Reach3 Insights, which finds...

Qualtrics X4: Experience Agents, Synthetic Panels, and AI Analytics Land Across All Three Suites

Qualtrics has rolled out its most comprehensive product update to date, launching new AI-powered capabilities simultaneously across its Customer Experience, Employee Experience, and Market Research suites at the annual X4 summit. The announcements span autonomous agents that resolve customer complaints...