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AI or Goodbye: The New Rules of Customer Experience in 2025

According to Verint’s new State of Customer Experience 2025 report, 86% of U.S. consumers now recognise the value of artificial intelligence in customer service interactions. Among 18-to-34-year-olds, that number soars to 98%, signalling a major generational shift in expectations.AI isn’t...

Dear Customer, This Message Was (Probably) Written by AI

In 2025, nearly every business customers interact with will be using AI to communicate with them, whether they notice it or not. New research by customer engagement platform Sinch, which surveyed 1,600 business leaders and 2,800 consumers across sectors, including...

No More Boring Prep: Seismic Just Made Sales Way Smarter

Seismic has rolled out its Spring 2025 Product Release — and it’s all about making revenue teams faster, smarter, and more confident with AI at their fingertips. At the centre of the release is Role-Play Agent, a new generative AI...

Sanas Unveils Breakthrough in Real-Time Speech Translation

Sanas has announced a leap in communication technology by introducing real-time, AI-powered speech-to-speech language translation. The tool uses a proprietary, low-latency AI architecture to directly translate spoken language, all while maintaining high fidelity, identity, and emotional nuance in the speaker’s...

Instacart Turns Pinterest Pins into Purchases with New Retail Media Integration

Instacart and Pinterest are joining forces in a new retail media partnership that will bring shoppers even closer to their favourite items in the moment of inspiration. The collaboration will make Pinterest ads directly shoppable through Instacart, turning discovery into...

AI Knows What You Want to Buy, And Shoppers Are Here for It

A new report by Bloomreach reveals how artificial intelligence is reshaping the way consumers shop online — and it’s making the experience feel more human than ever. Titled How AI Is Teaching Us to Shop Like Humans Again, the report...

AI-Fueled Deepfakes Trigger Surge in Voice Fraud

Pindrop has just released its 2025 Voice Intelligence & Security Report, and the findings are both staggering and urgent. The report sheds light on a rapidly evolving fraud landscape dominated by AI-powered deepfakes and synthetic voice attacks that are targeting...

Calabrio Unveils Smarter Agent Support with New Performance Management Platform

Calabrio has introduced the Performance Management solution to transform how contact centres approach agent performance, moving away from outdated, fragmented systems toward a holistic platform that boosts engagement, cuts attrition, and elevates customer outcomes.This new solution is part of the...

Zoom Reimagines Customer Service with Self-Solving Virtual Agent 

Zoom has announced the launch of Zoom Virtual Agent 2.0, a new upgrade to its AI-powered customer service solution. This next-generation release brings intelligent, autonomous support capabilities across chat and voice, ushering in a new era of self-service with advanced...

This week in CX: Hidden Costs, Smart Conversations & Consumer Pushback

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the rise of RCS and conversational commerce and retail’s biggest blind spots—from price hikes that risk loyalty to the hidden costs of poor scheduling...