RCS Adoption in Regulated Industries Gets a Boost: Televox and Twilio Expand Two-Way Messaging Capabilities

If you have ever received a text from your doctor’s office confirming an appointment, or an automated call from a hospital asking you to reschedule, there is a reasonable chance the technology behind it was built by Televox. The digital...

AI Took the Repetitive Tasks and the Soul of the Office With It

Automation was supposed to free workers. Take the tedious tasks, leave the meaningful ones. According to new research from Resume Now, that is not quite how it has played out, and workers are growing aware of what they have lost...

Gartner’s 2026 VoC Magic Quadrant: Four Leaders, Two Challengers, No Visionaries

Gartner’s 2026 Magic Quadrant for Voice of the Customer Platforms evaluates 12 vendors across a market where AI is fundamentally changing what VoC platforms can deliver, moving the category from structured feedback collection towards something considerably more proactive. Gartner predicts that...

Half of U.S. Consumers Would Rather Avoid Brands That Use GenAI in Their Content, Gartner Finds

Brands have spent the past two years racing to embed generative AI into their marketing. According to new Gartner research, half of their customers would rather they hadn’t. A survey of 1,539 U.S. consumers conducted in October 2025 found that...

Banking Glitch and Health Data Leaks Draw Regulatory Attention and Calls for Accountability

A technical fault at Lloyds Banking Group briefly exposed customers’ financial transactions to other users, while a Guardian investigation revealed that health records from UK Biobank had been leaking onto public platforms for years, two incidents that have put institutional...

Experian Upgrades Its AI-Powered Virtual Assistant to Deliver Personalised Financial Guidance to 85 Million Members

Experian has released a major upgrade to EVA, the Experian Virtual Assistant, a conversational AI tool built into the Experian app that has been helping consumers understand their credit scores since its initial launch. The new version takes the assistant...

Microsoft Brings AI-Powered Health Intelligence to Copilot Users

Microsoft has launched Copilot Health, a dedicated section within its Copilot platform designed to help users make sense of their personal health information. The announcement reflects the company’s push to apply AI to individual well-being, building on its existing AI...

Easy Checkout Makes People Spend More (Without Noticing)

The easier it is to pay, the more people spend. That much is obvious. What’s less obvious is how many of them don’t realise they’re doing it. NMI’s Psychology of Payments survey of 1,000 US adults set out to measure how...

Hilton Launches AI Planner to Streamline Hotel Booking

Hilton has introduced a generative AI-powered tool designed to help travellers find and book stays across its global hotel portfolio. The Hilton AI Planner is now live in beta on hilton.com, available to an initial pool of site visitors before a...

Leave Processes Are Failing Employees Across Every Generation

Gen Z takes leave for mental health, while Boomers take it to recover from physical illness. Gen X is squeezed between caring for children and ageing parents at the same time. Despite these differences, all of them are funnelled through...

UJET’s New Agentic Framework Targets the Productivity Drain Inside the Contact Centre

UJET has launched what it calls a new category of CX technology, Agentic Experience Orchestration (AXO), aimed at “dismantling the systemic inefficiency” that has long undermined agent performance. Agentic Experience Orchestration is UJET’s answer to a problem the industry has largely...

Zendesk to Acquire Forethought as AI Agents Outpace Human Interactions in Customer Service

Zendesk has announced a definitive agreement to acquire Forethought, an AI agent platform built for enterprise customer support, in a deal the company expects to close by the end of March 2026. The acquisition will bring self-improving AI capabilities directly...