New Medallia Launch Ends the Era of Insights Locked Behind Dashboards

Medallia has announced a new suite of AI-powered capabilities at its annual conference Experience ’26, aimed at making customer and employee experience data accessible to every level of an organisation, not just analysts and data teams. The new suite of innovations...

Economic Anxiety Anchors US Employees to Current Jobs, Survey Reveals

American workers are trading ambition for security, choosing to stay in their current roles rather than risk navigating an uncertain job market, according to new research from Mercer’s 2026 Inside Employees’ Minds report. While 73% of US employees say they’re not...

Genesys Breaks New Ground with AI Agent that Completes Tasks Across Multiple Systems

Genesys has announced the launch of its Genesys Cloud Agentic Virtual Agent, the “industry’s first” virtual agent that can autonomously execute tasks across multiple enterprise systems to resolve customer requests end-to-end. The new platform uses large action models from partner Scaled...

Financial Institutions Not Using AI Are (Almost) Extinct

The era of AI-free banking is effectively over, and it seems like the industry has crossed a point of no return. What began as cautious experimentation just a few years ago has transformed into an industry-wide revolution that’s fundamentally changing...

Anthropic Pokes Fun at OpenAI Over Upcoming Ads in ChatGPT

In a high-stakes marketing battle that unfolded during the Super Bowl, Anthropic launched a campaign directly mocking its rival OpenAI’s decision to introduce advertisements into ChatGPT, setting off one of the most public feuds yet in the artificial intelligence industry. The...

Press Ganey Rolls Out Narrative HX, a New AI Tool for Multilingual Feedback Analysis

Press Ganey has released Narrative HX, an AI-driven solution that transforms how organisations analyse unstructured customer feedback. The new platform converts raw comments and responses into clear, actionable insights within minutes, marking a significant shift from traditional methods that often...

Research Reveals Businesses Demand Greater Transparency from BPO Partners

The business process outsourcing sector faces a credibility challenge as new data suggests traditional sales methods are failing to win over prospective clients. Industry leaders are now calling for a fundamental shift toward greater transparency and independent verification. David Neale, founder...

Amazon’s AI Push Draws Mixed Reactions as Massive Spending Plans Raise Questions

Amazon’s latest earnings report revealed explosive growth in artificial intelligence and cloud services, but investors reacted negatively to the company’s announcement of $200 billion in planned spending for 2026, sending the stock down approximately 8% following the earnings call. The company...

Employees Love Change, When It’s the Right Kind

The corporate world has long operated under a cautionary principle. Too much change exhausts employees, leading to disengagement, burnout, and eventual turnover. Leaders have been taught to manage transformation carefully, spacing out initiatives and watching anxiously for signs of change...

Loyalty Programmes No Longer Feel Valuable to Anyone

Traditional loyalty programmes have a problem, which is that nobody wants what they’re offering anymore. According to new research from Info-Tech Research Group, the issue isn’t missing features or outdated technology. The programmes have simply lost touch with what makes...

Qualtrics Names Oracle Veteran as New CEO Amid Major AI Expansion

Qualtrics has announced the appointment of Jason Maynard as its new Chief Executive Officer, marking a significant leadership shift for the company as it doubles down on AI capabilities and prepares for an acquisition of Press Ganey. Maynard, who brings three...

Yellow.ai’s Nexus Aims to Automate the Automation

Enterprise AI automation provider Yellow.ai has launched Nexus, which the company calls “the industry’s first Universal Agentic Interface”, designed to eliminate the manual labour that traditionally goes into building automated workflows. The announcement comes as companies recognise a frustrating reality of...