Genesys Cloud Copilot Turns One Request Into a Multi-Agent Workflow

Genesys has launched Genesys Cloud Copilot, an AI assistant that lets supervisors, administrators and analysts complete operational tasks through natural-language conversation inside the Genesys Cloud platform. The tool works by interpreting user requests and delegating them to purpose-built AI agents, each...

The Best Predictive CX Tools: 8 Solutions That Prevent Customer Problems

The days of reactive CX are dead and gone. Responding “quickly” to a problem isn’t good enough anymore, not when customers know we could be using AI tools that can spot issues coming from a mile away. The challenging part...

Five9 Reports $125 Million AI Run Rate, New CEO Pushes ‘Humantic’ Vision for CX

When AI automates a contact centre interaction, the budget that paid for the human agent does not disappear. According to new Five9 CEO Amit Mathradas, speaking during his first full earnings call, it gets redirected into software, platform tools, and...

What is Experience Management? The Truth About the Future of “XM” in the Enterprise

“Experience” is one of those deceptively simple words that ends up deciding a company’s fate. Customers might buy because of price or features. They stay, or leave, based on how the interaction felt. Was signing up easy? Did support solve the...

RingCentral Launches RCS Branded Messaging, Expands AI Receptionist Across Voice and SMS

RingCentral has announced a set of product updates to help businesses communicate with customers through verified, branded channels and AI-powered automation. The rollout includes Rich Communication Services (RCS) with branded messaging, an expansion of its AI Receptionist (AIR) into SMS...

Microsoft: Customer Service Becomes Testing Ground for Hybrid AI Pricing as Copilot Crosses 20M Seats

In its Q3 FY2026 earnings call, Microsoft identified customer service as the first enterprise category to adopt a hybrid pricing model where AI agent usage is billed on top of traditional per-seat licences. Microsoft Is Changing the Way It Charges for...

How to Build a Human-Centric AI Strategy That Really Works for Customers and Employees

The results of AI in customer experience are hard to argue with. Service costs fall, personalisation sharpens, and teams catch problems before customers notice them. But every time another bot appears in the journey, the same question resurfaces: are companies...

Half of US Travellers Say They No Longer Care Whether AI or a Human Solves Their Problem

Half of US travellers have reached the same conclusion about airline customer service: they do not care whether AI or a human agent resolves their issue, as long as it actually gets resolved. A new survey by Ada suggests that the...

Adobe Acquires Semrush as AI Rewrites the Rules of Brand Discovery

Adobe has finalised its acquisition of Semrush Holdings, absorbing the 17-year-old brand visibility platform into its recently launched CX Enterprise system and extending its reach into three disciplines that are becoming essential for modern marketers: search engine optimisation (SEO), generative...

Digital Overwhelm and Customer Experience Management: How Smart Brands Cut Through the Noise

Most companies still approach customer communication backwards, assuming the solution is more outreach, more messages, more channels, more chances to stay visible. But a glance at any weekday inbox tells a different story: promotions piled on service notifications, product suggestions...

ASAPP Introduces Five Purpose-Built AI Agents to Power End-to-End Customer Service

AI customer service platform provider ASAPP has launched a system of five purpose-built AI agents within its Customer Experience Platform (CXP) to manage enterprise customer service operations from build to deployment to continuous improvement. The update moves CXP beyond conversational AI...

When Not to Use Agentic AI: The CX Situations Where Autonomy Backfires

Everyone’s talking about agentic AI, and for a lot of leaders, it’s stopped being a technology experiment they might think about deploying. It’s starting to feel essential; just as critical to your CX strategy as smart routing or omnichannel. Gartner...