Customer Experience

Why “Monolithic” CX Platforms Are Dead — And What Should Replace Them

Carlos Espinosa, founder and Executive Chairman of Clientship, argues that the era of rigid, all-or-nothing CX technology is over — and explains what a smarter, more flexible alternative looks like in practice. Most CX technology platforms are sold as comprehensive, all-in-one...

84% of Customers Run Out of Patience with AI Support After 3 Tries, Genesys Finds

Customer service now runs on a significantly shorter fuse. New global research from Genesys finds that 84% of consumers will give a virtual agent no more than three attempts to sort out their problem before giving up. Miss that window,...

CX Vision 2035: Can you buy your way out of a Failure Rate of 60- 90 per cent?

Two sessions at CX Vision 2035 arrive at the same conclusion from opposite ends of the day. Neither of them thinks you can buy your way out of this. Experience management initiatives fail at a rate somewhere between 60 and 90...

The Carbon Cost of Cleverness: How the AI Boom is Busting Your Green Balance Sheet

Why Did Microsoft’s Carbon Emissions Blowout by 25%?   The physical cost of AI is now strikingly apparent. According to Microsoft’s newly published 2026 Environmental Sustainability Report, the tech giant’s total greenhouse gas emissions surged by 25% in its 2025 fiscal year....

AI Governance Framework for CX: What You Need Before Scaling AI

Everyone’s investing in AI for customer experience right now. About 96% of leaders say intelligent tools are central to their strategy going forward. Unfortunately, most still don’t have a plan for keeping the tech safe. About 71% of companies say...

Toilet Paper, a Typo, and a Customer Service AI Agent That Wouldn’t Back Down

Who Gives A Crap sells toilet paper by subscription and gives away half its profits to sanitation charities. This has been the Australian company’s remit for some time, but it found itself at the centre of controversy last week. One...

How to Drive Customer Advocacy in 2026: Activating Advocates for Faster Growth

For a lot of companies, loyalty feels like the exciting finish line we’re all striving towards. If customers are loyal (really loyal, not just sticking around because they don’t have a better option), you’re doing a good job. But loyal customers...

Study: Literally Zero Organisations Report Enterprise-Wide AI Impact in CX, Yet 62% Are Investing More

Not a single organisation in a new industry survey says AI has delivered enterprise-wide commercial impact on its customer experience operations. Despite that, 62% of CX leaders plan to increase AI investment over the next 12 months. That’s the central...

Infobip Buys SocketLabs to Elevate Email Deliverability

Infobip has acquired SocketLabs, a Pennsylvania-based specialist in email infrastructure. SocketLabs has spent 16 years building the unglamorous but essential parts of email deliverability routing across multiple providers. It has also built observability into whether messages actually land in an...

Your Customer Experience News Roundup: HubSpot U-Turns on Data Sharing Plan and Microsoft Resets Copilot

This week in customer experience news, Microsoft simultaneously shipped new AI agents to general availability and told its 11,000 Copilot staff the product needs to justify its existence, Ofcom issued its largest ever consumer protection fine against a company that...

VOC vs VOE vs VOP vs VOB: The Four Voices Every Business Should Be Listening To

It’s becoming pretty apparent that companies need to listen more if they actually want to accomplish anything. Assumptions about what customers, employees, or even processes need are becoming a lot harder to justify. Just look at that one Bain company...

Vonage to Boost SIM Swap Fraud Protection With New Okta Protection Suite

Vonage has launched a new fraud protection connector for Okta, aiming to secure SIM swap processes. The Vonage Protection Suite for Okta is a pre-built, self-service tool that plugs into Okta’s multi-factor authentication setup. It handles one-time password delivery over SMS...