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Capacity Lands $92M, Acquires Two Firms to Power Smarter, Voice-First Contact Centers

AI support automation company Capacity has secured over $92 million in new investments and acquired two companies—Call Criteria and Verbio Technologies—as it pushes deeper into the contact centre technology market. The funding includes $50 million in debt financing from Chicago Atlantic...

This Week in CX: Retail, Travel & Healthcare Get an AI Upgrade

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how AI-driven innovations and strategic partnerships are reshaping customer experience, healthcare, travel, and retail to deliver smarter, faster, and more impactful results. We’re also discussing...

Virgin Red Announces High-End Loyalty Partnership with RBN Rewards

Customer loyalty can never be taken for granted, and many schemes are partnering to broaden their offering. At the higher end of this market, shaking up the luxury property industry and loyalty space, US-based RBN Rewards has announced a points...

Gen Z Is Using AI at Work, They’re Just Not Telling You

For today’s digital-native workforce, AI has quickly become a go-to productivity booster. According to new findings from the 2025 Cox Business Workplace Technology Survey, Millennials and Gen Z employees are using AI agents regularly, whether it’s summarising meetings, generating ideas,...

LivePerson Elevates Customer Journeys with Google Cloud’s LLM and AI Tools

LivePerson has announced an expanded partnership with Google Cloud aimed at delivering a new era of intelligent customer experiences. Through this deepened collaboration, LivePerson will integrate Google Cloud’s latest AI technologies, such as Gemini 2.5 and Vertex AI, into its...

RingCentral Contact Center Gets a Boost with NiCE CXone Mpower Integration

RingCentral has announced a multi-year extension of its long-standing alliance with NiCE to deliver integrated, AI-first solutions for businesses looking to modernise and scale their customer experience operations. Under the renewed agreement, RingCentral will continue to provide RingCentral Contact Centre, an...

UK Retailers Look to New Markets as US Tariffs Drive Up Costs

With new US tariffs threatening to make transatlantic trade economically unsustainable, UK retailers are actively changing their international growth plans. According to a new study by ESW and Retail Economics, 76% of UK exporters are diversifying their export focus beyond...

Generative AI: The Smartest Travel Companion of Summer 2025

Generative AI has entered the travel chat, and it’s making waves. According to new Qlik research, many vacationers are embracing generative AI as a trusted travel companion. The findings point to a broader shift in how people make decisions, not...

Bot Voyage! How Bad Bots Are Hijacking the Travel Industry

Imagine planning your dream vacation, only to find prices have mysteriously skyrocketed, flights are suddenly unavailable, and the booking site keeps stalling. The thing is, there’s more to these frustrations than just high demand. Behind the scenes, a silent digital...

Press Ganey and UKG Partner to Improve Nurse Well-Being and Patient Safety

Press Ganey has announced a new partnership with UKG to integrate UKG Pro Workforce Management directly with Press Ganey’s National Database of Nursing Quality Indicators (NDNQI)—the nation’s largest source for nursing-sensitive benchmarking data. This integration helps hospitals and health systems make...