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AI Fatigue? Workers Say Tools Aren’t Living Up to the Hype

The latest report by GoTo sheds light on how artificial intelligence is being used in the workplace—and where the disconnects lie. Based on a survey of 2,500 employees and IT leaders worldwide, The Pulse of Work in 2025: Trends, Truths,...

Deloitte Launches Agentic AI Blueprint to Help Telcos Unlock $150B

Deloitte has launched a new Agentic AI Blueprint aimed at helping telecom companies unlock up to $150 billion in value over the next five years through advanced automation and intelligent systems.Designed to move telcos past the pilot stage and into...

This Week in CX: From Inbox to Espresso — AI Is Taking Over

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how agentic AI like Freshworks’ Freddy is transforming customer service, the rise of AI-written messages and RCS communication, and how companies like Starbucks are...

Majority of Brits Demand Fines for Poor Call Handling

A new survey from 8×8 reveals that 62% of UK adults believe companies should face fines for long customer service hold times. Frustration is running highest in Belfast, where 66% of respondents support penalties, and lowest in Cardiff, which still...

KIKO Milano Opens Fulfilment-Only Store in London to Speed Up Online Orders

Cosmetics brand KIKO Milano is stepping up its e-commerce game in the UK by opening a new London-based warehouse designed exclusively to fulfil online orders, as part of a fast-track logistics upgrade powered by tech firm Logistics Reply.Instead of a...

Tech Improves Dining Experience for 57% of Consumers

According to new consumer data released by HungerRush, America’s appetite for quick-service and fast-casual dining remains strong, despite inflationary pressures. A striking 93% of consumers still visit these restaurants at least once per month. However, diners are becoming more selective:...

Layoff Survivors Face a Learning Crisis with Real Business Consequences

While layoffs often grab the headlines, it’s the employees left behind who are carrying the burden, and many are doing it without a roadmap. A new survey from Kahoot! reveals that U.S. companies are neglecting a critical part of their...

Freshworks’ Freddy: Agentic AI Launched at Refresh, Mika Yamamoto Explains It All

Freshworks took over Arsenal’s Emirate’s Stadium in London last week for the Refresh Europe event, with partners, customers, prospects and CXM in attendance. The main focus of the event, aside from the value Freshworks provides through the ease-of-use in Freshdesk...

Brits Lose Patience with Poor Customer Support, and They’re Not Afraid to Walk Away

According to new research by Quantum Metric, more than half of Brits (57%) have abandoned a purchase simply because of poor customer support, proving that bad service doesn’t just hurt brand perception — it hits the bottom line. Whether it’s...

Message Received: The RCS Revolution Is Here

Business messaging is evolving fast, and Infobip is at the centre of it. According to Infobip’s new report, Rich Communication Services (RCS) messaging is seeing explosive growth, redefining how brands connect with their customers. Based on over 530 billion...