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This week in CX: when bots break rules and brands break trust

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how AI agents are posing new identity security risks, the fallout from Adidas’s customer data breach via a third-party vendor, and the growing mistrust...

The influencer economy is running out of trust

Influencer marketing has become one of the most powerful tools in the brand playbook, reshaping everything from product launches to customer loyalty. While the content keeps flowing, a new report suggests something more critical is drying up: trust. A new study...

Ready or not, AI is here! UK businesses are playing catch-up

A new report from Qualtrics reveals a growing disconnect between UK business leaders’ recognition of AI’s transformative potential and their confidence in deploying it effectively. While a resounding 92% of executives agree that AI will reshape their industries, only 16%...

Survival of the friendliest: how AI and partnerships are key to great CX

Much is made of the survival of the fittest in business, but when it comes to customer experience, friendliness is the key differentiator. Paul Holden, CallTower’s VP of EMEA sales explains why customers demand friendliness, and how businesses can use...

Adidas data breach exposes customer contact info via third-party vendor

Adidas has confirmed a data breach after attackers accessed customer information held by a third-party service provider used for handling support inquiries. The breach, disclosed on May 23, affects individuals who previously contacted the company’s customer helpdesk, though Adidas insists that...

When bots go rogue: the identity crisis of AI agents

SailPoint has unveiled a new report titled “AI agents: The new attack surface”, warning companies of the fast-growing security risks posed by autonomous AI systems. The report reveals that while 82% of organisations already use AI agents, only 44% have...

85% of go-to-market teams say they’re aligned while silently pulling in opposite directions

New survey data from Mural reveals a troubling truth: Go-to-market (GTM) teams are confident in their collaboration, but that confidence may be dangerously misplaced. According to Mural’s 2025 Global Go-to-Market Alignment Gap Index, 85% of sales, marketing, and R&D professionals say...

KFC’s UK boom, mental health overhaul, and Nvidia’s $8B China setback

KFC serves up £1.5 billion investment and 7,000 jobs across UK & Ireland KFC plans to invest £1.5 billion and create over 7,000 jobs in the UK and Ireland by 2030. The expansion includes £500 million for 500 new restaurants and...

Invoca acquires Symbl.ai to integrate agentic AI across the buyer journey

Invoca is taking a big leap into agentic AI with the acquisition of Symbl.ai, a move that could transform how brands orchestrate the customer experience across digital, voice, and messaging channels. The deal brings Symbl.ai’s advanced language models and multi-agent orchestration...

Compliance as the backbone of AI-powered chatbots in customer service

You’ve likely interfaced with an AI chatbot in a customer service setting. In fact, it’ll likely become more common as the AI call centre industry is expected to reach $4.1 billion by 2027. While AI chatbots provide time and cost...