Customer Experience

Change Management for CX Teams: Tips for Side-Stepping Change Fatigue

Change is a constant part of the workplace today. Most of us have gotten (almost) used to that. We don’t even mind it if the change feels worthwhile, and it’s explained in a way we can actually understand. Usually, though,...

Handwave Research Uncovers the Final CX Barrier to Palm Payments

New research from European fintech company Handwave suggests palm payments could soon become mainstream. It found that nearly half of US consumers would use palm-based payments if they felt confident that their privacy and security were guaranteed. The Censuswide survey...

DeepBrain AI Brings Conversational Avatars to Customer Service

Palo Alto-based DeepBrain AI has officially launched its B2B AI Video Agents for real-time, two-way enterprise interactions across customer service and internal operations. According to DeepBrain, the launch “signals a paradigm shift in how businesses communicate, moving beyond static video...

Oracle Launches AI Agent Teams to Target Continuous Revenue Growth

Oracle has introduced “outcome-driven” teams of specialised AI agents called Fusion Agentic Applications, designed to continuously drive revenue growth across CX and other industry workflows. Built into the Oracle Fusion Cloud Applications suite, which includes its Customer Experience platform, the...

We Were All Supposed to Live in the Metaverse by Now

Few technology failures have been quite as public, or quite as expensive, as the metaverse. It began as a grand declaration about the future of human connection, ended this month with a partially reversed shutdown announcement, a workforce reduced by...

Ada Research Finds Customers Prefer AI Service on One Condition

While many customers may still feel hesitant about AI-powered support, new research from Ada suggests this reluctance may be fading, provided the technology resolves their issue. This crucial caveat reflects a wider truth that consumers don’t view AI in black...

Vonage Plugs Voice Into ServiceNow Workflows, Giving AI the Data It Was Missing

Vonage has announced a native integration with ServiceNow Voice, embedding live voice and real-time AI capabilities into ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) workflows for Vonage Contact Center (VCC) customers. Calls can now automatically trigger incident categorisation,...

Cresta Launches Knowledge Agent to Eliminate Contact Centre Guesswork

Cresta has launched Knowledge Agent, an AI assistant that monitors live contact centre conversations in real time and surfaces precise answers to agents without being prompted.The tool operates as a browser sidebar, running in the background as an agent moves...

The Metrics That Matter: What CX Stars Measure for Success

Ask a CX leader what they measure and you’ll usually hear the same three: NPS, CSAT, and customer effort. Ask the leaders in the CXM Stars 2026 cohort what genuinely moved the needle, and you get frameworks built for their...

‘Customer Service is the Most Valuable AI Use Case’, Infosys Research Finds

Customer service is generating the most business value from AI in banking, according to new research from Infosys. The sixth edition of its Bank Tech Index, a semi-annual survey of 400 of the world’s largest banks by total assets, places...

Agent Assist Risks: How to Stop Copilots from Destroying Customer Trust

Agent Assist is the version of AI everyone feels good about. It’s not replacing agents. It’s helping them. It keeps a person between the system and the customer. That feels controlled. But feeling controlled isn’t the same thing as being...

Preparing for AI Outages in CX: What to Do When AI Stops Working

We’ve all felt the frustration that comes from AI having a “bad day” at some point. Like it or not, most CX employees rely on AI for something, whether it’s routing customers, analysing sentiment, or giving them tips on what...