Five9 and Google Cloud Launch a Joint AI Platform for Enterprise Customer Service

Five9 has expanded its partnership with Google Cloud and launched a joint AI solution for large enterprises that run customer service and contact centre operations. The companies say the goal is to help enterprises handle customer conversations across channels, support agents...

Why AI Productivity Gains Aren’t Turning Into Better Work

Thanks to AI, many employees finish tasks faster, draft content more quickly, and get answers in seconds instead of minutes. Yet new research from Workday suggests that this speed is not leading to better work in most organisations. Instead, much...

Emplifi Brings Reddit Conversations into CX Decision-Making

Emplifi has partnered with Reddit to give brands direct access to real customer conversations and turn them into actions teams can use. The deal will see the integration of Reddit’s Enterprise API into Emplifi Fuel, Emplifi’s execution and intelligence layer. This...

Calabrio Launches Omni Agent Intelligence Inside Calabrio ONE

Calabrio has launched Omni Agent Intelligence, a new quality and performance intelligence capability available now within Calabrio ONE. The solution provides a single, vendor-agnostic view of quality across both human and AI agents, regardless of which contact centre, CRM, ITSM,...

This Holiday Season Normalised Data Oversharing With Brands

How much personal data did shoppers really give up this holiday season, and when did that start to feel normal? The 2025 holiday rush pushed millions of consumers through fast checkouts, personalised offers, and last-minute delivery promises. In that rush, data...

Vonage Adds Two-Way Messaging to Salesforce Agentforce Marketing

Vonage has announced the launch of Vonage Conversations for Agentforce Marketing, a new solution that brings two-way messaging directly into the Salesforce platform. Powered by Vonage Communications APIs, the offering enables businesses to manage customer conversations across SMS, WhatsApp, and...

“Pause” Is the Most Underrated Button in Subscriptions

Retention is the defining challenge for subscription businesses in 2026. According to Recurly’s 2026 State of Subscriptions report, slowing subscription growth is forcing brands to rethink how they manage churn, engagement, and long-term value. The pause button might be the...

Google Cloud Brings Agentic AI to the Front Lines of Retail and Service at NRF 2026

At NRF 2026, Google Cloud presented its most concrete view yet of where customer experience is heading. Across food service, home improvement, and enterprise retail, the company introduced a new generation of agentic AI tools designed to actively complete tasks...

Forrester Predicts AI Will Cut 10.4 Million US Jobs by 2030

Artificial intelligence will eliminate some jobs over the next five years, but it will not trigger mass unemployment, according to a new forecast from Forrester. In its latest report, The Forrester AI Job Impact Forecast, US, 2025–2030, the analyst firm estimates...

Holiday Shopping Felt Easier This Year. Losing Customer Trust Was Easier Too

Holiday shopping in 2025 felt easier than in years past, with less searching and less back-and-forth. According to Talkdesk’s Post-2025 Holiday Shopping Survey, AI took work off consumers’ plates. Nearly 89% of U.S. shoppers turned to AI during the holidays, and...

AI Is Getting to Shoppers Before Brands Do, Survey Reveals

Shopping rarely starts where brands expect it to anymore. Long before a customer opens a retailer’s app, lands on a product page, or walks into a store, AI is already in the background helping them make sense of options, filter...

RCS Is Turning Brand Texts into Something Consumers Actually Want

RCS messaging is becoming a preferred communication channel as consumers show growing interest in receiving text messages from brands. New research from Vibes, a mobile engagement platform, shows that customers are not only opting into more brand messaging but also expecting...