Customer Experience

Forrester Reveals Why Most Businesses are not Seeing AI Impact

According to Forrester’s latest report, three years into the generative AI era, most enterprises are struggling to turn AI investment into measurable business impact. Its latest Accelerate Your AI Voyage report identifies a list of actions that successful frontrunners or...

Hackers Claim Theft of 3 Million Salesforce Customer Records from Cisco

Reports have emerged that a criminal extortion group is attempting to blackmail Cisco after allegedly stealing more than three million Salesforce customer records. Cisco has not confirmed the claims, but they have circulated widely across security media over the past...

HubSpot Ties AI Agent Pricing to Results

HubSpot is changing how it charges for two of its flagship AI agents, moving from activity-based fees to a model where customers only pay when the agent completes its assigned task. From 14 April, Breeze Customer Agent will be priced...

Sprinklr and CreatorIQ Unite to Give Enterprise Brands One View of Creator and Social Data

Sprinklr and CreatorIQ, a creator marketing platform, have announced a strategic partnership to solve one of enterprise marketing’s most persistent measurement problems: the disconnect between creator campaign data and the social and paid performance picture. The partnership integrates CreatorIQ’s Creator Graph,...

AI Is Making Life Harder for CX Teams, Not Easier, Front Research Finds

Despite massive investments in AI tools, most B2B customer teams are, in fact, experiencing “burnout, time wasted, and new headaches.” That is the finding from a new report by customer operations platform, Front. According to 700 B2B customer service, operations,...

How Gen Z Is Pushing the US Towards a Cashless, Cardless Future

Digital wallets were supposed to be a generational curiosity. Something younger consumers dabbled with while everyone else kept their cards. New data shows the physical wallet is fading and turning into a digital one, and Gen Z is the reason...

SurveyMonkey Adds Automated SMS Survey Invites to Its Salesforce Integration

SurveyMonkey has made automated SMS survey invitations generally available within its Salesforce integration, enabling CX and support teams to trigger personalised text message outreach directly from customer records. By the time a survey lands in a customer’s inbox, the experience being...

Salesforce Turns Slack into the AI Nerve Centre for CX Teams

Customer-facing teams have long operated across a fragmented stack, which AI is now making worse. This can be a particular issue in the CX industry as siloed information could mean AI acting on a limited view of a customer and,...

Oracle Leads a Wave of Mass Tech Layoffs Across Q1 2026

Oracle’s decision to eliminate up to 30,000 jobs brings a bruising first quarter for tech workers to a close. On 31 March, Oracle began notifying employees across the US, India, Canada, and Mexico that their roles had been eliminated. Analysts...

Cyara Introduces Agentic AI Testing to Grow Trust in CX

The race to deploy agentic AI in contact centres is accelerating, but confidence in those systems has not kept pace. The AI-powered customer experience assurance provider, Cyara, has announced new agentic testing and AI governance capabilities designed to give enterprises...

Invoca Expands AI Agent Suite to Tackle the Conversion Crisis

Invoca has announced a significant expansion of its AI agent capabilities, introducing tools built to address the point where marketing investment most often fails, the conversion stage. The launch centres on two products, an AI Voice Agent and an expanded AI...

B2B CX Teams Are Paying a Hidden “Coordination Tax” and AI Is Making It Worse

AI was supposed to mean faster responses, smarter routing, and less manual work. In many B2B customer experience teams, the investment has followed the pitch while the results have not. The tools multiplied, the dashboards filled up, and the workload...