Author: Sandra Radlovacki

Riyadh Air to Become ‘World’s First AI-Native Airline’, Powered by IBM

Riyadh Air has announced a partnership with IBM that will see the Saudi Arabian carrier become what it claims is “the world’s first AI-native airline”, building its operations entirely around AI from launch rather than layering technology onto legacy systems....

ChatGPT Launched a Shopping Research Feature and People Have Mixed Feelings

OpenAI has launched a new shopping research feature inside ChatGPT, turning the AI assistant into a product-finding and comparison tool in time for the holiday rush. The feature is rolling out on web and mobile for logged-in users across all plans...

Salesforce Says AI Agents Are Already Running Customer Experience

Salesforce opened its Q3 2026 earnings call by stating that AI agents are actively running customer experience inside some of the world’s largest organisations. Speaking alongside engineering, sales and finance executives, CEO Marc Benioff described a shift from isolated automation pilots...

RCS Takes the Lead in Customer Communication This Black Friday

Black Friday inboxes and message feeds looked very different this year. Instead of receiving discount alerts, shoppers were scrolling through interactive cards, tapping product carousels, and exchanging two-way messages with brands inside their native messaging apps. That shift was driven...

Zendesk and AWS Build an AI Backbone for Contact Centres

At AWS re:Invent in Las Vegas, Zendesk announced a new collaboration with Amazon Web Services (AWS) aimed at accelerating AI-powered contact centre modernisation and joint go-to-market initiatives to scale the growth of Zendesk Contact Centre globally. The deal focuses on tighter...

Over 8,000 Breaches Show Cybersecurity Struggling to Contain AI Risk

More than 8,000 global data breaches in the first half of 2025, exposing an estimated 345 million records, are not only a security headline but a customer experience warning signal. Experian’s newly released 2026 Data Breach Industry Forecast reveals that...

Jo Malone London Tests AI in Digital Fragrance Consultations

Buying fragrance online has long been one of retail’s hardest experience problems to solve. Without scent strips, samples or face-to-face consultation, consumers are often left guessing, especially first-time buyers unsure how to translate emotion or personal taste into a bottle...

The AI Satisfaction Illusion: Leadership vs Reality

Most companies deploying conversational AI seem convinced they’ve cracked the customer experience puzzle. Internally, the story looks reassuring. Containment rates are up, response times are down, and automation volumes keep rising. Twilio’s latest global research shows 90% of business leaders...

US Senator Calls for Federal Investigation into Shein and Temu over Counterfeit Goods

A U.S. Republican senator has called on federal authorities to open a formal investigation into fast-growing online retailers Shein and Temu, escalating regulatory scrutiny over alleged intellectual property violations and the sale of counterfeit goods. Senator Tom Cotton of Arkansas has...

AWS Takes Aim at Healthcare’s Scheduling Chaos with Agentic AI

Amazon Web Services (AWS) has introduced a preview of new agentic AI capabilities in Amazon Connect aimed squarely at one of healthcare’s most persistent CX problems, which is appointment scheduling. According to figures referenced by AWS, 89% of patients say difficulties...