UJET Research Finds Zero Agents Consider AI Essential to Their Daily Success

Every customer service agent surveyed in a new UJET study interacts with AI on a daily basis, yet not a single one considers it indispensable. The finding, drawn from the company’s report The Agent and AI Disconnect: A Blueprint for...

Most Brands Are Failing to Turn AI Into Customer Engagement Results

Almost every brand has invested in AI for customer engagement. Yet, very few are seeing returns. Two new studies, one from Forrester Consulting and one from behavioural science consultancy Cowry, suggest that the industry’s spending spree has not yet produced...

HITL vs HOTL vs AI-in-the-Flow: Untangling the Loops of Human and AI Collaboration

A strange thing happens when companies start deploying AI in customer operations. The conversation generally begins with technology, model performance, automation rates and cost savings. Then a pilot expands, and the system runs into its first genuinely messy situation. A refund...

Late Payments Are Not a Finance Problem. They Are a Customer Experience Failure

Late payments are often dismissed as an operational inconvenience, a cash flow challenge to be managed quietly behind the scenes. Research from the Federation of Small Businesses, the UK’s largest business membership organisation representing small and self-employed businesses, suggests something...

Consumers Have Made Their Choice: Texting Beats Email, Phone, and Social for Almost Every Message Type

Texting has become the preferred channel for 90% of message categories that consumers receive from businesses, according to a survey that found SMS has pulled decisively ahead of email, phone calls, and social media in the race for consumer attention. The...

The Best Agentic AI Platforms for CX Teams: AI That Finishes the Job

The hunt for the best agentic AI platforms is officially on. Every company seems to be investing right now. In fact, the market is growing towards a projected value of $93.20 billion by 2032, and Gartner says about 91% of...

SoundHound AI to Acquire LivePerson to Unify Voice and Digital Customer Engagement

SoundHound AI has agreed to acquire LivePerson, the enterprise conversational AI company, in a deal that will combine the companies’ voice and digital AI capabilities into a single omnichannel platform. The transaction unites SoundHound’s proprietary voice and agentic AI technology with...

Engine and Adoreboard Partner to Make Every Trust Failure Financially Visible

CX consultancy Engine has announced a partnership with Belfast-based AI firm Adoreboard that introduces a new Trust Audit capability, designed to map customer journeys through the lens of trust and attach a financial cost to every failed experience along the...

A Week in Data Breaches: Rituals, Citizens Bank and More

Another week, another string of data breaches that serve as a reminder of just how vulnerable customer and citizen data remains across industries. From cosmetics memberships to banking records and half a million people’s medical histories, the past seven days...

Synthflow AI and 8×8 Join Forces to Bring Voice AI Agents Into Enterprise Contact Centres

Synthflow AI, an enterprise AI agent platform that automates customer conversations across voice, chat and digital channels, has partnered with 8×8 to embed next-generation conversational AI into the 8×8 Contact Center. The integration connects Synthflow’s AI agents directly into 8×8’s contact...

Customer Churn Prediction: You Can Stop Customers from Churning Before It’s Too Late

Business leaders often look at customer churn in two ways. They either assume it’s inevitable, so they stop trying to do anything about it, or they treat it as an unexpected accident they could never have seen coming. Neither belief...

PolyAI Launches Agent Development Kit to Give Developers Full Control Over CX AI

PolyAI has launched its Agent Development Kit (ADK), a new way for teams to build, deploy, and continuously improve AI agents for customer service. The company says the ADK removes the constraints that have kept developers locked inside vendor-controlled interfaces,...