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Public Sector Hold Times Now UK’s Biggest CX Headache, Beating Banks

Healthcare providers and government agencies have overtaken banks as the most frustrating organisations to reach by phone in the UK, according to a new survey by customer experience platform 8×8. Seventy-five percent of UK consumers say they often can’t get through...

NiCE to Acquire Cognigy for $955M to Build Unified AI Platform for Customer Experience

NiCE has signed a definitive agreement to acquire conversational AI company Cognigy in a deal valued at approximately $955 million. The acquisition combines NiCE’s CXone Mpower platform with Cognigy’s conversational and agentic AI capabilities to accelerate the adoption of AI-first...

Agentic AI Will Put an End to Soul-Crushing CX

“Your call is important to us”. Does this ring true anymore?? Unfortunately, for a growing number of customers, the answer is “no”. Before we dive into why that’s the case, let’s first acknowledge that there’s no doubt that technology has changed...

Travelers Turn to EVs and Digital Payments to Save Money

New data from CarTrawler shows that summer travellers are increasingly renting electric vehicles and using digital payment methods in a bid to reduce costs and gain more flexibility. According to the Q2 2025 Car Rental Market Monitor, rental demand in the...

UK Retailer Currys Launches CX-Boosting AI Video Service Technology

In a collaboration with Vyn’s Video Intelligence Platform, UK tech and white goods retailer Currys aims to boost its service delivery operations and customer experience for millions of buyers when they suffer a technical problem. Currys’ retail customers can use quick...

AI Gains Ground in Purchases but Phone Calls Still Rule for Help

Consumers are warming up to AI in the buyer journey, but they draw the line at losing access to real people, according to new research from Invoca. The B2C Buyer Experience Report 2025, based on a survey of 1,000 consumers making...

This Week in CX: Formulas for Success and Workforce Friction

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how retirement plans are getting reshaped, why is F1 such a big deal, and how can employees actually keep their productivity and heads up...

71% of Consumers Are Fine with AI Support If It’s Upfront

AI might not be winning everyone’s trust just yet, but it’s definitely getting better at customer care, at least according to consumers. A new report from customer engagement platform Emplifi finds that 71% of people are satisfied with their AI-assisted...

Toyota Tops UK Car Customer Service Rankings

Every business wants to do well in customer ratings, but in a public-facing market, a good ranking can boost sales. Toyota is the highest ranked automotive organisation in the UK for customer service and trust. That’s according to the July UK...

Cimulate’s New Platform Trains AI Agents to Understand Shopper Intent

CommerceGPT, a new AI-native platform from Cimulate, is powering a new era of product discovery. Built from the ground up, the platform is designed for what Cimulate calls ‘agentic commerce’, a model driven by AI agents rather than human decision-making alone. The...