Customer Experience

When Reassurance Matters More Than Convenience   

What healthcare reveals about why small interactions – not just journey maps -shape trust, confidence and experience. By Tom Boyle, Head of Digital Comms, NHS Working at the intersection of communication technology and healthcare services, I often see how small interactions shape...

Gartner’s 2026 VoC Magic Quadrant: Four Leaders, Two Challengers, No Visionaries

Gartner’s 2026 Magic Quadrant for Voice of the Customer Platforms evaluates 12 vendors across a market where AI is fundamentally changing what VoC platforms can deliver, moving the category from structured feedback collection towards something considerably more proactive. Gartner predicts that...

Half of U.S. Consumers Would Rather Avoid Brands That Use GenAI in Their Content, Gartner Finds

Brands have spent the past two years racing to embed generative AI into their marketing. According to new Gartner research, half of their customers would rather they hadn’t. A survey of 1,539 U.S. consumers conducted in October 2025 found that...

Nvidia Fuels Next Generation of Autonomous Agents Across CX Industry

Nvidia is accelerating the move towards autonomous AI agents through partnerships with leading CX and enterprise platforms, including Adobe, Cisco, SAP, Salesforce and ServiceNow. Its newly launched NVIDIA Agent Toolkit is designed to help organisations build AI agents that can...

Banking Glitch and Health Data Leaks Draw Regulatory Attention and Calls for Accountability

A technical fault at Lloyds Banking Group briefly exposed customers’ financial transactions to other users, while a Guardian investigation revealed that health records from UK Biobank had been leaking onto public platforms for years, two incidents that have put institutional...

Experian Upgrades Its AI-Powered Virtual Assistant to Deliver Personalised Financial Guidance to 85 Million Members

Experian has released a major upgrade to EVA, the Experian Virtual Assistant, a conversational AI tool built into the Experian app that has been helping consumers understand their credit scores since its initial launch. The new version takes the assistant...

Microsoft Brings AI-Powered Health Intelligence to Copilot Users

Microsoft has launched Copilot Health, a dedicated section within its Copilot platform designed to help users make sense of their personal health information. The announcement reflects the company’s push to apply AI to individual well-being, building on its existing AI...

8×8 Engage Globally Available for Frontline Teams, Following Positive Uptake

8×8 has expanded the general availability of its Engage platform for frontline teams across all of its channels and channel partners worldwide. The customer experience platform provider also pointed to strong early adoption figures, which are going hand in hand...

Easy Checkout Makes People Spend More (Without Noticing)

The easier it is to pay, the more people spend. That much is obvious. What’s less obvious is how many of them don’t realise they’re doing it. NMI’s Psychology of Payments survey of 1,000 US adults set out to measure how...

Voice is Back, AI is Getting Real – Sinch on IHG, and the State of the Industry

At this year’s Enterprise Connect the conversation on the floor kept returning to two themes: voice technology and artificial intelligence. I sat down with Julia Fraser of Cinch to get her take on both, fresh off a keynote session with...

Hilton Launches AI Planner to Streamline Hotel Booking

Hilton has introduced a generative AI-powered tool designed to help travellers find and book stays across its global hotel portfolio. The Hilton AI Planner is now live in beta on hilton.com, available to an initial pool of site visitors before a...

RingCentral Launches AIR Pro Agentic AI Platform at Enterprise Connect

RingCentral has unveiled AIR Pro (AI Representative), a ‘voice-first’ AI platform designed to handle customer interactions end-to-end. Announced at Enterprise Connect, where UC, CX and AI strategy converged this week in Las Vegas, it represents a major step beyond conventional...