Hyperpersonalisation Fails When Brands Don’t Know When to Stop

Hyperpersonalisation is often touted as the next frontier of customer experience. The promise that brands can know exactly who their customers are, what they want, and when they want it. But for many organisations chasing this ideal, the reality is messier...

Liveops Wants to Take the Guesswork Out of Contact Centre AI

Outsourcing and contact centre solutions company Liveops has launched LiveNexus, a new AI and human orchestration platform designed to help enterprises modernise customer care operations without gambling on unproven technology. LiveNexus brings together AI tools, Liveops’ distributed network of more than...

RCS, AI, and the End of Boring Business Messages

Business messaging was once short, functional, and easy to ignore. In 2026, that approach is starting to fail. New research from Bandwidth points to the biggest messaging shift in a decade, powered by richer channels, AI-driven conversations, and rising expectations...

OpenAI Models Will Power ServiceNow’s Next Wave of Enterprise AI

ServiceNow is upgrading the brain behind its AI, and OpenAI is supplying the horsepower. The two companies have announced an expanded, multi-year partnership that puts OpenAI’s latest models directly behind ServiceNow’s AI platform. To put it simply, ServiceNow will keep running...

Holiday Returns Are Testing Customer Loyalty. Shoppers Think AI Can Fix It

The purchase is already complete, the excitement has passed, and what remains is the returns process. When that process drags, confuses, or surprises, customers notice, and they remember. New survey data from Ada suggests that returns have become a frequent, high-impact...

GoTo Applies AI to Call Handling and Service Scheduling in Auto Dealerships

GoTo is applying AI more directly to one of the most operationally demanding environments in customer experience — auto dealerships. With new updates to GoTo Connect for Automotive, the company is focusing on how dealerships in the US handle calls,...

Medallia and Ada Want Customer Data to Do Something Useful

Medallia and Ada are teaming up to fix one of customer experience’s most persistent frustrations: knowing what’s wrong, but acting on it too slowly. Their new partnership links Medallia’s customer and operational data with Ada’s AI Agents, so insights can...

How US Brands Turn Customer Experience Into Real Impact

In the US, customer experience increasingly determines whether people stay, switch, or speak up. Consumers are quicker to abandon brands after poor interactions and more likely to share negative experiences publicly, putting real commercial pressure on how companies design and...

Data Reveals Most Support Issues Are Closed But Not Resolved

Customer support systems are excellent at moving things along. Tickets are routed, handled, closed, and archived with impressive efficiency. What happens to the customer once the system moves on is far less certain. New consumer research by Capacity suggests that many...

KPMG and Uniphore Move AI Agents Out of Pilots and into Regulated Industries

KPMG has partnered with Uniphore to develop and deploy AI agents built on industry-specific small language models, with AI being applied in regulated enterprises beyond small-scale trials. The agents will support both internal KPMG teams and client-facing use cases. The collaboration...

Retail Fraud Forces Tough Decisions for UK Businesses Ahead of 2026

Fraud is forcing UK retailers to make practical, sometimes painful decisions about how they operate. This can mean closing physical stores, cutting back online services, tightening refund and return policies, or putting planned investments on hold. In the most serious...

Dialpad Brings Real-Time AI Voice Tools to Japan

Dialpad has launched its full suite of real-time AI voice and contact centre capabilities in Japan, making advanced AI tools available to Japanese businesses at no additional cost through April 2026. Starting this week, all Dialpad customers in Japan can access...