TELUS Digital and Cresta Team Up to Run AI and Human Agents Side by Side for Enterprise Clients

TELUS Digital and Cresta have agreed a partnership that makes TELUS Digital a preferred implementation partner for Cresta’s customer experience AI platform, giving enterprises a single route to deploy AI agents, augment human agents, and analyse every customer interaction. Enterprises that...

Why Does One Patient Experience Strategy Fail Half Your Patients?

A single patient experience strategy can only ever please half a provider’s patients at once, because men and women want different things from their care, according to Alchemer’s 2026 Healthcare Experience Report. The feedback technology company found overall satisfaction at...

The Gulf Customer Experience Awards 2026 Winners Are Revealed

On June 10, the Gulf’s customer experience community gathered in Dubai for the Gulf Customer Experience Awards 2026, an evening honouring the organisations and individuals raising service standards across the region. Finalists presented their work to an independent judging panel,...

No Seats, Just Outcomes: Adobe Quadruples CX AI Revenue and Overhauls How It Sells Agents

Adobe’s AI-first revenue inside its Customer Experience Orchestration business grew four times year-over-year in the second quarter of fiscal 2026, the company reported on its Q2 2026 earnings call. In the same quarter, Adobe moved its agentic CX system into...

Trust Leaves Luxury Brands the Moment the Human Touch Does

Luxury sells more than product. Customers pay a premium for the craft, the care and the confidence that someone will look after them long after they leave the store. New research from CX design consultancy Engine finds that too many...

NiCE Rebuilds its CX Platform Around Agentic AI Instead of Tacking It On

NiCE has rebuilt its CX platform around agentic AI, treating the technology not as a feature added to its contact centre software but as the platform’s foundation. At NiCE World 2026 in Orlando, the company said NiCE Cognigy’s agentic AI...

Customer Journey Management: The Discipline That Finally Makes CX Make Sense

Customers seem to be increasingly good at “teleporting” lately. Or at least, it feels that way. Most of the time, they walk into your company’s contact list through one door, and end up somewhere else entirely. They spot a product...

The Best AI Copilots for Contact Centre Agents: Machine Colleagues that Support CX Teams

Customer service is in a weird place. AI is everywhere, so responses are faster, tickets move quicker, and 24/7 support is pretty much expected. Still, leaders continue to grapple with miserably low satisfaction scores, higher churn, and bigger acquisition costs. That’s...

Should Your AI Agent Get Its Own AI Agent? Decagon Thinks Yes

Your AI agent now has a colleague, and it is also an AI agent. Decagon’s new tool, Duet Autopilot, takes over the job a human team usually does on a customer-service agent, finding the faults, drafting the fixes, testing them,...

Some of Your Best New Subscribers Already Cancelled Once

When Meta recently attached monthly fees to premium tiers of Facebook, Instagram and WhatsApp, it took on a problem every subscription business already knows well. Persuading people to pay for what they once got free is hard enough, keeping them...

Agentic AI Is Outpacing the Proof It Works

Companies that succeed with agentic AI tend to share one habit. They rebuilt how they work before letting the technology run. That finding comes from research by enterprise software firm Pegasystems, which surveyed more than 500 business and IT decision makers...

Mitel Targets the Communication Delays Slowing Healthcare Staff

Mitel has launched a healthcare communications portfolio built around clinical workflows, pulling bedside terminals, alarm routing, dispatch consoles, and contact centre tools into one stack aimed at hospitals. Hospitals run on tools built for offices, and often clinicians lose time working...