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Contact Centre Expo 25 Takes Off With A Strong AI Vibe

Excel, London is host to today’s (Wednesday 19th November) “Contact Centre Expo, co-located with Customer Experience Expo UK” event to give it its full name. The show is also on tomorrow if you fancy getting down to explore the latest...

Windows 11 Heads to the Agentic AI Future

Microsoft’s Ignite 2025 event is running this week with plenty of news across the company’s massive business software footprint. But back at the traditional heart of the company, the Windows OS is also changing. Windows 10 recently ended its working life...

London Luton Airport Boosts Career Pathways for the Next Generation

London Luton Airport has been doing a star turn at recent customer experience awards events. The hard-working airport CX team took home Bronze for Best Customer-Centric Culture at last week’s International Customer Experience Awards. And at the recent UK Customer Experience...

Report Roundup: CX Vendors Cite Contextual Intelligence and Change Resistance as Key Trends for 2026

Tis the season for tech types, big brands and software planners to drag a crystal ball out and have a peek into their roadmap and conceptual futures. Personally, I wish they’d give it rest, so we could all have a...

Flipdish Turns the Phone Into a Profit Engine With Its New AI Agent

Restaurants know the phone can be both a lifeline and a bottleneck. Orders, questions, last-minute changes and customer requests all come through the same line. When staff are stretched, calls frequently go unanswered, and those missed moments translate directly into...

AI Is Resetting the Role of Research Inside Modern Organisations, Survey Reveals

Market research is entering a phase where influence inside organisations is no longer earned through tenure, experience, or process discipline. According to Qualtrics’ new 2026 Market Research Trends report, the real dividing line is whether teams have moved beyond basic...

The AI Bubble and What It Could Mean For the Customer Experience Market

The rush to build and deliver AI from tech giants, OS providers, customer experience vendors and the endless me-too players is a natural cause for business concern. But is it creating a tech-threatening bubble? The huge amounts of electrical energy,...

The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency

In October 2025, thousands of contact centers faced a real nightmare head-on. Phones rang, dashboards froze, chatbots blinked out, all because somewhere, deep inside a hyperscaler’s data center, a DNS misfire took the world down with it. The October 2025...

Freshworks Updates Freddy AI with New Vertical Agents

Launched back in the early summer, Freddy AI has been getting his feet under Freshworks users’ desks for some time now. Now Freshworks has announced major updates to both its CX and IT product lines. The broader push aims to...

Radisson’s Creator Hub Innovates Travel Storytelling

Having picked up the Best Digital Transformation (Over 5,000 Employees) Award at last week’s International Customer Experience Awards, Radisson Hotels is showing the way forward when it comes to the hugely valuable influencer travel market. Creator Hub is a new collaboration...