Deployed, Not Delivered: Why AI Isn’t Fixing Customer Experience

There is a persistent belief in the customer service industry that deploying AI is, in itself, a strategy. Drop in a chatbot, layer on an omnichannel platform, and the seamless experience that customers expect will simply materialise. After years at...

Behind Every Sale, There’s a Return Waiting to Happen

If you thought the hard part of the holiday shopping season was getting products into customers’ hands, think again. ACI Worldwide’s new data shows that returns are surging, and the cost of handling them is climbing with it. ACI Worldwide’s latest...

Cisco Report: AI Is Forcing Companies to Take Data Privacy Seriously

The rapid expansion of artificial intelligence is driving an unprecedented transformation in how companies handle data privacy, with organisations worldwide dramatically increasing investments to keep pace with evolving customer expectations and regulatory demands. According to Cisco’s newly released 2026 Data and...

France to Replace Microsoft Teams and Zoom With National Video Platform by 2027

France has confirmed plans to replace Microsoft Teams and Zoom across its public administration with a nationally developed video conferencing platform by 2027. The move away from US-based software providers is the country’s effort to regain control over critical digital...

When AI Loses Context, 48% of Customers Are Ready to Walk Away

It’s 2026, and AI has become the default front door for customer support. Customers no longer approach it with suspicion or novelty but with expectation. Gladly’s 2026 Customer Expectations Report shows that most people now assume AI will be the...

Meta Is Training Its Apps to Sell, Serve, and Convert

Meta’s latest earnings call pointed to a business regaining momentum in advertising while steadily expanding monetisation across messaging and newer platforms. Strong ad performance, rising engagement across its apps, and deeper use of AI across recommendations and marketing tools helped...

Can AI Be Trusted to Finish the Job? Microsoft Thinks So

In its latest earnings call, Microsoft spelt out how it thinks customer experience will change in the age of AI, and it has little to do with better chatbots. Speaking to investors, CEO Satya Nadella said a change is already...

Nationwide Deepens AWS Partnership to Personalise CX and Tackle Impersonation Scams

Nationwide Building Society has expanded its relationship with Amazon Web Services (AWS) as part of a broader move to modernise how it serves more than 17 million members, without compromising on trust, security, or service quality. The new agreement strengthens...

Does Retail Even Know What Personalisation Is Anymore?

Retail loves the word personalisation. It appears in strategy decks, earnings calls, and vendor pitches with near religious consistency. And yet, when shoppers actually show up, most are still treated like interchangeable visitors passing through a digital storefront. Amperity’s new 2026...

Low Loyalty, High Inertia Is Currently Defining US Consumer Banking

American consumers are not as loyal to their banks as the industry might hope. They are simply reluctant to move. According to Raisin’s 2026 State of Consumer Banking Report, 65% of Americans have switched banks at least once, and almost 30%...

TELUS and RingCentral Expand AI Business Communications in Canada

Canadian organisations are experiencing heavier call volumes, higher customer expectations, and limited room to add staff. In response, TELUS and RingCentral have expanded TELUS Business Connect with a new set of AI-powered features aimed at making everyday business communications easier...

Support Beats Pay in Agent Happiness, New Report Finds

Contact centres have treated pay as the main lever for keeping agents in their seats, hoping that increasing salaries and adding bonuses will make people stay. Calabrio’s latest Voice of the Agent report reveals that money is no longer what...