Category: Customer Experience

Invoca acquires Symbl.ai to integrate agentic AI across the buyer journey

Invoca is taking a big leap into agentic AI with the acquisition of Symbl.ai, a move that could transform how brands orchestrate the customer experience across digital, voice, and messaging channels.The deal brings Symbl.ai’s advanced language models and multi-agent orchestration...

Compliance as the backbone of AI-powered chatbots in customer service

You’ve likely interfaced with an AI chatbot in a customer service setting. In fact, it’ll likely become more common as the AI call centre industry is expected to reach $4.1 billion by 2027. While AI chatbots provide time and cost...

Cegeka picks Talkdesk to power next-gen AI-driven customer experience

Talkdesk has announced a new partnership with Cegeka, an international IT services provider. The collaboration will see Cegeka adopt the Talkdesk CX Cloud platform to transform its customer support operations with cloud and AI capabilities.By implementing Talkdesk’s modern CX technology,...

68% of customer support could be AI-driven by 2028, says Cisco

Shorter hold times and far fewer humans might be the new normal in the contact centres of the future, reveals a new global study from Cisco. By 2028, 68% of interactions between businesses and their technology vendors will be handled...

Mitsubishi Motors Canada introduces AI-powered assistant

Mitsubishi Motors Canada has revamped its online customer journey with the introduction of an AI-powered Intelligent Companion (IC). The virtual assistant provides prospective buyers of the 2025 Outlander a personalised, interactive, 3D guide to the vehicle’s features. “For us it is...

Firstsource deploys Sanas AI to eliminate contact centre accent barriers

Business process management company Firstsource Solutions has partnered with Sanas, the startup behind the world’s first real-time speech understanding platform, to make customer conversations clearer, faster, and less frustrating.At the core of the collaboration is Sanas’ Real-Time Accent Translation technology,...

Oracle, Cleveland Clinic, and G42 join forces to build global AI health empire

Oracle, Cleveland Clinic, and UAE-based AI firm G42 have announced a partnership to build a global, AI-powered healthcare delivery platform—one designed to make advanced, personalised care both scalable and cost-efficient.It’s a rare alignment of tech muscle, clinical authority, and geopolitical...

U.S. consumers slash spending but still say yes to summer

Summer isn’t cancelled, but it’s definitely been downsized. According to Trustpilot’s 2025 Summer Spending Survey, Americans are determined to enjoy the season, even if it means spending less, staying closer to home, and making tough tradeoffs to avoid blowing their...

Economic uncertainty is reshaping healthcare and spending across U.S. generations

As economic pressures intensify in 2025, Americans across generations are thinking about how they spend, save, and plan for the future. From rising tariffs to surging living costs, the landscape is forcing hard choices, many of which have unexpected ripple...

Five9’s Niki Hall discusses evolving contact centres in the Gen Z era

The contact centre market is one in flux with increasing demands for human services from end-users, and a business need for AI to deal with growing volumes of support issues to improve operational efficiency. Those supplying contact centre as a...