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Pushing experience innovation with Valtech

Almost every business will tell you they play a good CX game, with enhanced this, AI-powered that and elevated experiences flying into the ceiling. But the results inevitably tell a different story, especially around much-vaunted AI efforts. To dig into...

Shadow AI is undermining your CX strategy: Here’s how to fix it

Your agents are already using AI, even if it’s not the kind your company has approved. Tools like ChatGPT and other free assistants are fast, easy and available as Shadow AI with just a few clicks. So it’s no surprise...

AI fuels over half of fraud. Banks fight back with AI of their own

Fraud is no longer just a game of trickery, it’s now a tech arms race. The latest report from Feedzai shows the bad guys are winning more often than not, thanks to generative AI. According to Feedzai’s 2025 AI Trends in...

Kore.ai and Microsoft plot AI domination with a new partnership

Kore.ai has signed a strategic partnership with Microsoft, strengthening its integration across Microsoft’s cloud and AI platforms to accelerate enterprise adoption of conversational and generative AI. The collaboration will enable Kore.ai to offer deeper, more seamless deployment of AI agents...

From identity to experience: How Luckybeard architects CX through brand

Between the customer experience and any business lies the brand. This mythical, much-discussed and often maligned key piece of marketing power can get lost in the mix of modern business. Startups might think their brand is ready-baked on day one....

Few UK firms ready for AI regulations

The fun, carefree days of AI experimentation are nearly at an end, with swathes of compliance legislation inbound to control AI usage among employees. There’s also pressure on how AI-generated results and data accuracy is checked. Not that you...

RingCentral unifies voice and CRM with new Salesforce integration

RingCentral has announced the launch of RingCX for Salesforce Service Cloud Voice, now available on Salesforce AppExchange. This powerful integration brings RingCentral’s voice and digital communication capabilities directly into Salesforce, allowing organisations to deliver faster, more intelligent, and personalised customer...

No more “please hold”: Talkdesk brings AI innovation to utility support

Talkdesk has launched Talkdesk Utilities Experience Cloud, a purpose-built platform designed to revolutionise how utility companies engage and support their customers across every channel. This intelligent platform aims to assist utility service providers, combining the power of agentic AI, advanced automation,...

Strike the wallet while it’s hot: retailers are missing their best shot in the post-purchase phase

Retailers are missing out on a golden opportunity to drive repeat sales right when a customer takes the card out of their wallet. New research reveals that 63% of UK businesses lack the tools to re-engage customers between checkout and delivery,...

DoorDash to acquire Deliveroo in £2.9 billion deal

DoorDash has announced a definitive agreement with Deliveroo plc’s board of directors to acquire the entire issued and to-be-issued share capital of Deliveroo in a recommended all-cash transaction. Under the terms of the deal, Deliveroo shareholders will receive 180 pence in...