Most Service Leaders Are Expanding Agent Responsibilities, Not Cutting Jobs, Gartner Finds

Sky cut 2,000 contact centre roles last year as part of an AI-led restructuring. Salesforce has tied workforce attrition directly to automation gains. However, a new Gartner survey suggests these high-profile cuts do not represent the majority response. Of 321...

AI Coaching for CX Teams: The Benefits of Always-On Guidance

Development is consistently ranked in employee experience surveys as one of the most important factors in whether employees accept roles, thrive in them, and stay with employers, and it is equally critical in determining whether your team members will be...

Quiq Adds Voice AI to Target the Messy Reality of Scaling CX Automation

Enterprise agentic AI platform Quiq has launched Voice AI and advanced its platform to help organisations move from standalone AI experiments to full-scale, production-grade deployments across the customer journey. The company also unveiled a new brand identity to accompany the...

RingCentral to AI Purists: You Still Need Humans and We’ve Got the Platform to Prove It

RingCentral ended the Q1 2026 with more than 11,800 paying customers for its AI Receptionist (AIR) product, a 40% increase from the previous quarter, as the company doubles down on what CEO Vlad Shmunis calls a “hybrid human-in-the-loop” approach to...

NPS and eNPS, Not NPS vs eNPS: Why You Need a Holistic View of Net Promoter Score

Net Promoter Score (NPS) is consistently one of the most popular customer experience metrics out there. It’s easy to track, simple to read, and it’s actionable. As soon as NPS drops a couple of points, everyone jumps into action, trying...

Britain’s Favourite Way to Complain Is No Longer a Phone Call

Understanding how customers want to be contacted has become one of the most consequential questions in customer experience. Get it wrong, and organisations risk losing people before an interaction even begins. Get it right, and the returns show up in...

NiCE Is Discounting Its CCaaS Products to Lock Customers Into Long-Term AI Contracts

NiCE has reported Q1 2026 results, with CEO Scott Russell and CFO Beth Gaspich spending much of the earnings call explaining a commercial strategy that tells a bigger story about where the contact centre market is heading. The company is...

Cemantica Acquires Luminoso to Add Natural Language Intelligence to Its Journey Platform

Cemantica has acquired Luminoso, a Boston-headquartered natural language understanding and experience analytics company, in a deal that brings text analytics capabilities into Cemantica’s Journey Value Management Platform (JVMP). The Paris-based SaaS provider announced the acquisition as a way to strengthen how...

ServiceNow Goes All In on Autonomous Enterprise AI at Knowledge 2026

ServiceNow announced its most ambitious set of enterprise AI releases to date at its annual Knowledge 2026 event in Las Vegas. A new unified AI experience called ServiceNow Otto, an expanded Autonomous Workforce of AI specialists, and a significantly upgraded...

Genesys Partners With Meta to Unify Voice, Messaging and AI Inside WhatsApp

Genesys has partnered with Meta to enable organisations to manage voice, messaging and AI-powered engagement inside WhatsApp through the Genesys Cloud platform. Customers will be able to switch between text-based conversations and live voice calls without leaving WhatsApp, removing the...

The Best No-Code AI Agent Builders and No-Code AI Platforms for CX Teams

Right now, every company is facing serious pressure to deploy AI solutions fast, particularly for customer service. Gartner even says over 90% of leaders are feeling the heat from executives. The trouble is that many companies don’t really have the resources...

When Your Customer Is a Machine, Who Answers the Survey?

Voice of the Customer (VoC) software companies have enjoyed a comfortable arrangement over the last few years. Brands pay six- and seven-figure annual licences to collect feedback, run sentiment analysis, and produce dashboards that tell senior leaders what their customers...