Europeans Are AI’s Biggest Fans Until Brands Ruin It With Slop

Europeans are the most trusting AI users on the planet, yet a growing frustration with low-quality AI-generated content is starting to erode that goodwill, according to new research from marketing platform Klaviyo. The study surveyed consumers across Europe, the US, and...

New Mitel Launches Deliver Communications that Work for Everyone

Mitel has launched two interconnected products to extend enterprise-grade communications to every worker in an organisation, not only those behind a desk. The company announced Mitel Workforce Experience (MWX), a next-generation communications app framework, alongside Mitel Edge, an on-site intelligent communications...

Data Confirms B2B Buyers Trust Peers Over Vendors

B2B buyers are researching on their own terms, comparing options, reading peer reviews, and forming opinions about vendors before any sales contact takes place. New research from SurveyMonkey and Reddit, titled The Hidden B2B Journey, found that 83% of buyers...

PCI Pal Embeds Secure Payments into Zoom Virtual Agent to Keep AI Interactions Compliant

PCI Pal has announced an expansion of its partnership with Zoom, extending its secure payment technology into Zoom Virtual Agent (ZVA). The planned integration will allow customers to complete payment transactions directly within AI-driven virtual agent workflows, without being redirected to...

Salesforce Launches Agentforce Contact Centre: AI, Voice & CRM Finally Unified in One CCaaS Platform

Salesforce has made its boldest move yet into enterprise customer service, launching a fully native contact centre platform that fuses AI agents, live voice, digital channels, and CRM data under one roof. Here is what it means for businesses, buyers,...

Five Women on What CX Stands to Lose in 2026

In recognition of International Women’s Day 2026, we asked five leading voices from the CXM Stars 2026 programme to name the challenge that is defining their work this year. Spanning Kenya, Georgia, and the UK, their answers cut to the...

Scams Are Now Part of the Online Shopping Experience and Brands Are Absorbing the Damage

Buying online has become second nature for most consumers. So has running into a scam. New research from business ratings platform Clutch finds that 71% of consumers have encountered a scam or attempted scam while shopping online. Nearly all consumers...

Forsta Introduces Purpose-Built Market Research Agents that Cut Reporting Time in Half

Press Ganey Forsta has launched a suite of AI agents inside its Research HX platform designed to help market research teams work faster without cutting corners on quality. The company says the agents can reduce reporting timelines by 50% by...

The AI Dilemma: What Top CX Professionals Really Think About Automation vs. Human Touch

If there is one topic that united CX professionals in 2025 and promises to define 2026, it is the rise of artificial intelligence. The conversation has moved on from breathless predictions. Now, the leaders featured in CXM Stars 2026 are...

Consumers Are Less Forgiving of AI Mistakes Than Human Ones, Medallia Report Reveals

Customer experience teams are deploying artificial intelligence at a pace that would have seemed ambitious just two years ago. Most have measurable goals for it, and many are embedding it directly into customer-facing interactions. What the latest data suggests, however,...

RCS Is Coming to the Netherlands, Powered by Twilio

Twilio has announced a partnership with KPN Netherlands to bring Rich Communication Services (RCS) Business Messaging to the entire Dutch market, with Google’s infrastructure underpinning the rollout. The announcement was made at Mobile World Congress 2026 and marks a turning...

Booking.com Parent Company Reveals Real AI Savings in Customer Service

Booking Holdings, the parent company behind Booking.com, Agoda, Priceline, and Kayak, reported a concrete result that most companies are still chasing: its customer service costs fell in absolute terms last year, even as gross bookings grew by roughly 10%. The...