Category: Customer Experience

Freshworks Acquires FireHydrant to Strengthen AI-Driven IT Operations

Freshworks is expanding its IT operations capabilities with the acquisition of FireHydrant, an AI-powered incident management and reliability platform. The move brings incident response and reliability engineering closer to IT service management, as organisations look for faster ways to detect,...

How One Phone Call Changed Lives – Human-Centred CX at Age UK

Customer experience is often defined in terms of efficiency, journeys, and transactions. However, in some cases, it serves as a vital support system rather than a sales tool. But what happens when CX isn’t about selling a product — and...

PCI Pal Speeds Up MCP Support to Secure Payments in AI Conversations

PCI Pal has announced plans to fast-track support for Model Context Protocol (MCP), a new open standard that helps conversational AI systems connect safely with external services. The update, expected to be available in the coming months, aims to help...

What Consumer Electronics Show 2026 Will Show Us About the Future of CX

As soon as we get back from the New Year break, all bleary eyes will be on Las Vegas where the ever-popular Consumer Electronics Show (CES) will kick off. The massive Consumer Technology Association show highlights the latest in gadgets,...

Customer Experience Attracted More Investment and M&A Activity in 2025

We’ve covered plenty of updates from investment side of the CX and AI worlds this year. But, with a spot of digging into the depths of the venture capital scene, we’ve found many more new and scaling products and services....

The New Playbook for Customer Experience Design: Orchestrate Channels, Design Emotions, Prove Impact

Here’s something most businesses are going to learn fast in 2026: Teams that treat customer experience design as the operating system for their business earn the right to keep customers. When context, policy, and people line up around a single...

Gartner: AI Hasn’t Shrunk CX Workforces, Yet

Amid ongoing debate about whether artificial intelligence will replace frontline service workers, new research from Gartner suggests the situation is far more nuanced. A survey of 321 customer service and support leaders found that only 20% have reduced agent headcount...

AI’s Architects Are Time Magazine’s People of the Year as AGI Rises

As rumoured, and we discussed earlier in the week, Time Magazine has decided not to vote for a person of the year. Instead, it has plumped for AI, or at least the architects of AI. While these folk, featuring the likes...

Oracle’s AI Agents Aim to See Everything Happening in Your Business

During its Q2 2026 earnings call, Oracle described a growing push toward AI agents and their role in helping enterprises use their data more effectively across customer-facing operations. While the call covered cloud revenue, infrastructure expansion and multicloud growth, the...

Dragons’ Den Magnate’s Retail Chains Boost Customer Support With NiCE CXone

UK shoppers are very familiar with the name Theo Paphitis of Dragon’s Den fame. The series, known as Shark Tank in the US, Who Wants to be my (Business) Partner in France, and Cave of Lions in Germany, saw him...