Customer Experience

Customer Churn Prediction: You Can Stop Customers from Churning Before It’s Too Late

Business leaders often look at customer churn in two ways. They either assume it’s inevitable, so they stop trying to do anything about it, or they treat it as an unexpected accident they could never have seen coming. Neither belief...

PolyAI Launches Agent Development Kit to Give Developers Full Control Over CX AI

PolyAI has launched its Agent Development Kit (ADK), a new way for teams to build, deploy, and continuously improve AI agents for customer service. The company says the ADK removes the constraints that have kept developers locked inside vendor-controlled interfaces,...

CX Vision 2035 – THE Event to Cater for the Next Decade of CX

The CX event landscape has become me-too, stagnant, and often fails to arm CX professionals with the right tools and know-how to manage the future of customer behaviour and engagement. CX Vision 2035 launches this November at Wembley Stadium with...

U.S. CX Benchmarks Q1 2026: Tech Brands Set the Standard While Banking Loyalty Keeps Falling

Technology companies now outperform every other U.S. industry in customer loyalty, satisfaction and ease of interaction, while banking and credit unions have fallen to the bottom of all three customer experience metrics for the second consecutive quarter. The findings come...

Adobe Summit: Adobe’s CX Enterprise Hands the Keys of Experience Orchestration to AI Agents

Adobe has introduced CX Enterprise, an end-to-end agentic AI system designed to unify how businesses manage the full customer lifecycle, from acquisition and engagement through to conversion and long-term loyalty. The announcement, made at Adobe Summit alongside a suite of connected...

Proactive Customer Communication Use Cases: When Companies Need to Reach Out Before Customers Ask

Most customers (87%) would rather hear from a company before a problem surfaces than have to flag it themselves. The expectation doesn’t stop at issue resolution. People want to be told about new products, policy changes, and relevant offers without...

98% of Consumers Refuse to Buy From AI-Recommended Brands Without Checking Them First

Brands across every industry are racing to get recommended by AI tools like ChatGPT and Google Gemini, treating AI visibility as the next frontier in customer acquisition. However, new research suggests that earning an AI recommendation may be the easy...

The Agentic AI Deployment Guide for CX Leaders: How to Deploy AI Agents Safely

For a technology that everyone says is going to run “entire service workflows” pretty soon, agentic AI still feels quite experimental. Most companies are investing, but it’s slow. Depending on who you ask, anywhere from 62-75% of companies are still...

Inauthentic Experiences Break Trust, New Survey Finds

Consumers are not rejecting AI in marketing and customer care, but they are demanding honesty about how and when it is being used. Emplifi’s new Digital Authenticity in the Age of AI report examines how people perceive brand authenticity as AI...

Agentic Commerce and AI Security among 2026’s Most Investable Emerging Technologies

Agentic commerce, AI security and trust technologies, and frontier AI models will produce returns for enterprises within two years, according to new research from Forrester that identifies the ten emerging technologies most likely to deliver value across short, medium, and...

Krisp Expands Accent Conversion to British English, Targeting UK-Facing Offshore Operations

Krisp has added British English output to its AI-powered Accent Conversion technology, allowing agents based in India, the Philippines, Pakistan, the US, Africa, and the Middle East to have their speech converted to natural-sounding British English in real time. The...

31% of Contact Centre Agents Plan to Quit Within Six Months

The acceleration of AI across customer service has generated no shortage of vendor optimism about what contact centres could look like in the near future. Meanwhile, the agents working in those contact centres today are answering a different question altogether....