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LivePerson and AWS Integration Lets Brands Simplify Customer Service and Cut Costs

LivePerson is teaming up with Amazon Web Services (AWS) to bring together its digital contact centre platform with Amazon Connect, AWS’s AI-powered cloud contact centre solution. The integration gives brands a single interface to manage all customer interactions, like voice,...

Procedureflow and Laivly Partner to Bring AI and Visual Guidance to Contact Centres

Knowledge management firm Procedureflow and artificial intelligence company Laivly have formed a partnership to improve the way contact centres operate. The goal is to make customer support faster, more accurate, and more consistent. Procedureflow provides visual knowledge management software that guides...

Thoma Bravo to Acquire Verint in $2B Deal

Thoma Bravo has signed a definitive agreement to acquire Verint in an all-cash transaction valued at $2 billion. The deal, unanimously approved by Verint’s Board of Directors, is expected to close by early 2026, pending shareholder approval, regulatory clearances, and...

China’s Gen Z is Building an Emotional Economy

According to a new report by China.org.cn, 64% of Chinese consumers say they buy for emotional fulfilment rather than just practicality, and the generation leading the charge is Gen Z. Although they make up just over 15% of China’s population,...

Kasisto Delivers AI That Thinks Like a Banker 

The future of AI in banking just took a major leap forward. Kasisto has unveiled KAIgentic, the first agentic AI platform purpose-built for banks and credit unions. Unlike generic large language models and experimental agent frameworks, KAIgentic is production-ready, compliant...

Workday Acquires Paradox, the AI Candidate Assistant That Speeds Hiring for Frontline Roles

Workday has signed a definitive agreement to acquire Paradox, a company that uses AI-powered conversational agents to transform the job application experience, particularly for high-volume frontline positions. The deal gives Workday a unified, AI-driven talent suite capable of managing recruitment and...

High Costs and Data Gaps Stall Retail’s AI Drive for Better CX, Report Reveals

Retailers are investing significant resources in artificial intelligence, but many are discovering that the path to enhanced customer experiences is slower and more complex than anticipated. The 2025 State of AI in Retail report from Amperity shows that adoption is already...

Deepgram Strikes Multi-Year Deal with AWS to Scale Generative Voice AI

Enterprise voice AI company Deepgram has signed a multi-year agreement with Amazon Web Services (AWS) to bring voice AI tools to more businesses worldwide. The deal focuses on making it easier for companies to adopt generative voice technology at scale,...

This Week in CX: AI Is Making Decisions for You

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how AI is reshaping healthcare decisions, the latest trends in workplace etiquette, and why trust in creators and customer experience is on the rise...

The End of Hold Music? CallMiner’s OmniAgent Takes the Call

CallMiner has introduced OmniAgent, an AI-powered virtual agent designed to automate conversations across voice, chat, and email, offering businesses a new approach to scaling service without sacrificing quality. The launch follows CallMiner’s acquisition of VOCALLS and marks a move toward blending...