35% of Professionals Say User Emotions Are the Most Ignored Factor in Service Design

New global research from Designit, Wipro’s experience innovation company, has put a number on something many in the industry have long sensed: 35% of design professionals say that the emotional states of users are the most overlooked factor in service...

Infobip’s New AgentOS Puts AI in Charge of the Entire Customer Journey

Infobip is preparing to launch AgentOS, an AI-native platform built to orchestrate autonomous customer journeys at scale. The platform marks a fundamental change in how the company operates, enabling businesses to move beyond static campaigns and workflows toward goal-driven, adaptive...

SurveyMonkey Opens Its Doors: Free AI Research Tools Now Available With No Sign-Up Required

SurveyMonkey has launched a free tools hub giving anyone access to AI-powered survey creation, research calculators, and analysis tools with no account or sign-up required. At the heart of the new hub is an AI survey generator that takes a plain-language...

SoundHound AI Launches Sales Assist, a Real-Time AI Agent for the Retail Sales Floor

SoundHound AI has announced the launch of Sales Assist, a voice-powered AI agent designed to support in-store retail staff during live customer conversations. The tool delivers instant, data-driven recommendations, including upgrades, bundles, trade-in promotions, and accessories, directly to a tablet...

8×8 Launches Smart Assist to Reduce Contact Centre Admin Overload

8×8 has rolled out a new AI product designed to cut agent onboarding times, reduce post-call admin, and deliver more consistent customer service, without asking staff to learn a new system or switch between platforms. The product, called 8×8 Smart Assist,...

Same Experience, Different Score: How Cultural Bias Breaks Global CX Measurement

If your company runs customer satisfaction surveys across multiple countries, you might believe a high score means happy customers and a low score means trouble. Yet, according to the latest research from Ipsos, When Difference Doesn’t Mean Different, that assumption...

Verizon Tightens Device Unlock Rules Amid Growing Customer Losses

Verizon has introduced sweeping new device unlock restrictions just months after its new CEO publicly admitted the carrier is losing customers due to poor value, price hikes and friction in the customer experience. Following FCC approval to waive a rule requiring...

Over a Third of Americans Are Rushing to Learn AI Skills to Stay Competitive in a Divided Job Market

A new report from CompTIA, a global provider of vendor-neutral IT training and certifications, reveals that over a third of the U.S. workforce is actively looking for new jobs, with learning artificial intelligence becoming their top priority for building skills...

CrowdStrike and Qualtrics Join Forces to Lock Down Customer and Employee Experience Data

When companies collect feedback from customers and employees, they gather some of their most sensitive information: opinions, behaviours, preferences, and pain points. To ensure that data stays protected, CrowdStrike and Qualtrics have announced a new integration designed to bring enterprise-grade...

Krisp Launches Voice Translation SDK to End Language Barriers in Live Customer Conversations

Krisp has launched its Voice Translation SDK, enabling CX platform developers to embed real-time, voice-to-voice translation directly into live customer conversations. The SDK supports more than 60 language combinations and is built for synchronous, two-way interactions where clarity and conversational...

Verint Confirms Single Brand Identity Following Calabrio Merger

Verint has announced that the combined organisation created through its merger with Calabrio will operate under the Verint name going forward, ending any uncertainty about brand direction following the deal’s completion late last year. The decision comes after teams from both...

Salesforce Acquires Cimulate to Advance AI-Powered Product Discovery in Retail Commerce

Salesforce has signed a definitive agreement to acquire Cimulate, an emerging technology company specialising in AI-powered product discovery and agentic commerce. The acquisition advances Salesforce’s push to replace keyword-based search with intent-driven product discovery in retail. Upon completion of the deal,...