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...

National Contact Centre Day: Recognising the Work Behind Every Customer Interaction

Today, 4 March 2026, marks the first National Contact Centre Day, an initiative by the CCMA (Contact Centre Management Association) to give the contact centre sector a moment of public recognition. Around one million people work in contact centres across the...

Mitel Builds Out Industry-Specific Communications Portfolio for High-Stakes Sectors

Mitel has announced a major expansion of its vertical-focused communications portfolio, targeting industries where downtime is not an option, including healthcare, emergency services, manufacturing, retail, and government. These sectors demand more than generic collaboration tools can deliver, and off-the-shelf platforms...

The International Customer Experience Awards (ICXA) 2026 Is Open for Entries!

The International Customer Experience Awards (ICXA) has officially opened entries for its 2026 edition, and the programme is shaping up to be its most expansive yet. Organisations from across the world now have the opportunity to put their CX work...

Dialpad Launches New Tools to Get Enterprise AI Out of the Pilot Stage

Dialpad has announced a major update to its agentic AI platform, introducing a set of tools aimed at one of the most persistent problems in enterprise technology: AI projects that never make it past the testing phase. The new capabilities are...

TechSee Gives Service Providers a Window Into the Smart Home with New Visual AI Platform

Visual AI for customer service solutions provider TechSee has announced the launch of its End-to-End Home Experience solution at Mobile World Congress, marking the first platform built to give service providers visibility into connectivity performance beyond the point where the...

AI Turned Phone Fraud into an Arms Race the Carriers Are Losing

A 90-year-old woman received a call from her grandson asking for money. Except it was not her grandson but an AI-generated clone of his voice. She stopped answering the phone alone for months. Her story is one of millions. Hiya’s State...

Technology Alone Can’t Fix the Future of Global Hiring

The global employment industry has been selling a simple idea for years — automate the complexity away. Hire across borders, manage compliance, and onboard employees in new markets, all through a sleek platform, with minimal human involvement. It was an...

Level AI’s New Platform Challenges the Human vs. AI Debate in Customer Service

Level AI has announced a major expansion of its AI Virtual Agent platform, making the case that businesses have been asking the wrong question. Human agents or AI agents, it should never have been a choice. The company is taking direct...

Why Are 75% of Employees Still Waiting to Feel Appreciated in 2026?

Businesses obsess over customer experience, invest heavily in digital transformation, and spend years refining their culture programmes, yet somehow continue to overlook the most fundamental thing their employees are asking for: to feel appreciated. New research from Achievers Workforce Institute...

Google and Klaviyo Partner to Turn Search Queries into Real-Time Customer Conversations via RCS

Google and Klaviyo have announced a strategic partnership that lets consumers chat directly with a brand from a Google Search result, without visiting a website or downloading an app. The deal brings together Google’s search and advertising reach with Klaviyo’s customer...