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Sprout Social Launches TikTok, Bluesky & Creator Tools for the Social Intelligence Era

Sprout Social has unveiled a new suite of innovations and strategic partnerships designed to give brands a competitive edge in the era of Social Intelligence. As audiences flock to platforms like TikTok and Bluesky for discovery, recommendations, and real-time conversations,...

Perplexity AI Throws $34.5B at Google Chrome in Bold Market Move

Artificial intelligence startup Perplexity AI has made an audacious $34.5 billion all-cash offer for Google’s Chrome browser, a bid that far exceeds the company’s own $14 billion valuation. Led by Aravind Srinivas, a former Google and OpenAI engineer, Perplexity has...

U.S. Customer Satisfaction at 12-Year Low, New Report Finds

American customers are less satisfied than they’ve been in over a decade, according to the latest American Customer Satisfaction Index (ACSI) data. The national score slipped 0.1% in Q2 2025 to 76.9 out of 100 — the same level seen...

Epic Users Gain Faster and More Personalised Patient Interactions with Five9

Five9 has announced its latest integration with Epic, introducing Five9 Fusion for Epic. This new capability embeds advanced contact centre tools directly within Epic, allowing healthcare providers to deliver faster, more personalised patient experiences without adding complexity for their teams. Built...

Agentic AI and the Customer Experience Maturity Curve Toward Human-AI Collaboration

Over the past decade, customer experience (CX) has expanded far beyond traditional call centres, to include chat, email, phone, social media and self-service platforms. But more channels hasn’t always meant better service and experiences. In fact, the explosion of touchpoints...

AI Skyways Takes Off: Qatar Airways and Accenture Partner to Redefine Air Travel

Qatar Airways and Accenture have launched AI Skyways, a joint initiative designed to bring AI into more parts of the business — improving how passengers are served, streamlining flight operations, enhancing staff training, supporting environmental goals, and helping the airline...

Hyper Informed Customers Are Becoming Retail’s Biggest Challenge

Almost half (36%) of retailers say that keeping up with hyper-informed shoppers is one of the top threats to their business, and 45% admit that store associates spend too much time searching for answers to customer questions instead of engaging...

Calabrio Advances AI That Understands Empathy in Patient Care

Calabrio has announced a major expansion of its CareAI healthcare initiative, a project that harnesses generative AI (GenAI) to streamline patient care, reduce wait times, and address staffing gaps. This move will result in a faster, more compassionate healthcare experience...

This Week in CX: Trends, Trust, and Tech You Need to Know

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how retail is fixing mobile customer service, Gen Z and Millennials’ big summer travel plans, the impact of trust on banking choices, and the...

Privacy Is the New Loyalty Programme

As artificial intelligence becomes a bigger part of everyday life, the public’s relationship with data is shifting from passive acceptance to active scrutiny. In 2025, trust is no longer a compliance box to tick. A new survey of 10,000 frequent internet...