Customer Experience

Autonomous AI Lost the Contact Centre to Humans and AI, Study Reveals

Across six customer-facing functions, enterprises have settled on the same answer to how they run service, and it is not what the autonomy narrative predicted. Human agents working with AI rank as the most-cited approach everywhere, from technical support to...

Sprinklr’s AI Is Hitting Every Number Except the One That Counts

Sprinklr’s first-quarter fiscal 2027 earnings call read like a vendor on a winning streak: AI revenue up 47% and containment rates above 90%. The company also signed the largest software deal in its history. Almost every number a vendor likes...

UK’s HMRC to Modernise its Contact Centre With Capgemini, NiCE, Route 101 Partnerships

The UK’s HM Revenue & Customs (HMRC) has confirmed a multi-year contract with Capgemini, working alongside NiCE and Route 101. The shared ambition is to replace its legacy contact centre infrastructure with a unified, cloud-native platform. The work will consolidate...

Zoom Elevates Revenue Accelerator’s Conversational Intelligence With New OpenAI Plugin, MCP Connector

Zoom has launched the Zoom Revenue Accelerator (ZRA) MCP Connector, a new integration that gives MCP-compatible AI platforms direct access to sales conversation data, deal intelligence, and coaching insights from within the ZRA platform. A companion plugin for OpenAI Codex...

Vonage Embeds Industry-Specific AI Agents Into Its Contact Centre

Vonage has launched vertical-specific AI agents inside Vonage Contact Center (VCC), working with Avaamo for healthcare and Syndeo for financial services and retail to deliver industry-trained automation that runs without custom integration or tool switching. Earlier this year, Vonage connected live...

Salesforce Confirms Contentful Acquisition in Bid to Own End-to-End Customer Experience

Salesforce has signed a definitive agreement to acquire Contentful, a major composable content platform. The transaction is expected to close in Q3 of Salesforce’s fiscal year 2027, subject to regulatory approval. Contentful is one of the most widely adopted content management...

Centrical Raises $39 Million to Extend its Performance Software from Human Agents to AI

Agent performance software firm Centrical has raised $39 million in a Series D funding round to build a product for a task the contact centre has not faced until now, managing the performance of AI workers as if they were...

Cisco Live 2026: Cisco Unveils Unified Workforce Engagement Management Suite for Empowering Human and AI Agents

Cisco has launched a new Workforce Engagement Management (WEM) suite for Webex Contact Center, bringing workforce management, quality management, performance management, AI assistance and onboarding into a single platform designed to manage both human and AI agents. The announcement, made at...

Hackers Took Over Instagram Accounts by Asking Meta’s AI Support Bot to Change the Email on File

Hackers seized control of multiple Instagram accounts over the weekend by instructing Meta’s AI support assistant to link an attacker-controlled email address to a target account, then resetting the password from there. 404 Media first reported the exploit, and TechCrunch verified...

Weave Bets on Healthcare AI That Can Remember: New Receptionist Aims to End Fragmented Patient Conversations  

Healthcare communications specialist Weave has unveiled a new Omnichannel AI Receptionist built on Google Cloud’s Gemini Enterprise Agent Platform, illustrating the company’s latest move to automate front-office operations while attempting to preserve the personal touch patients still expect. The announcement comes...

The Best Loyalty Platforms for CX: Effective Tools for Tackling Churn

On the surface, it seems like loyalty is finally making a comeback, particularly for companies targeting Gen Z. Back in 2025, SAP Emarsys shared a report showing 68% of consumers agreed they were loyal to a brand. It’s not a...

How to Power Customer-Centric Cultures with VoC

CXM recently caught up with Carlos Espinosa, Executive Chairman of Clientship, to discuss how organisations can genuinely turn ‘customer-centric’ with Voice of the Customer technology After more than 25 years in the CX industry, Carlos Espinosa has watched customer experience evolve...