Customer Experience

CallMiner’s AI Classifiers Now Include Automatic Sentiment Analysis

Customer experience platform CallMiner has unveiled a package of new and enhanced AI capabilities designed to give organisations a clearer picture of what is happening across their customer interactions. Central to the announcement is an expanded set of advanced AI...

Zendesk to Acquire Forethought as AI Agents Outpace Human Interactions in Customer Service

Zendesk has announced a definitive agreement to acquire Forethought, an AI agent platform built for enterprise customer support, in a deal the company expects to close by the end of March 2026. The acquisition will bring self-improving AI capabilities directly...

Europeans Are AI’s Biggest Fans Until Brands Ruin It With Slop

Europeans are the most trusting AI users on the planet, yet a growing frustration with low-quality AI-generated content is starting to erode that goodwill, according to new research from marketing platform Klaviyo. The study surveyed consumers across Europe, the US, and...

New Mitel Launches Deliver Communications that Work for Everyone

Mitel has launched two interconnected products to extend enterprise-grade communications to every worker in an organisation, not only those behind a desk. The company announced Mitel Workforce Experience (MWX), a next-generation communications app framework, alongside Mitel Edge, an on-site intelligent communications...

NiCE Puts Agentic AI into Action Across CXone and Cognigy

For many enterprises, the AI promise has run ahead of reality. Research shows that while 98 percent of contact centres use AI, 61 percent report handling harder conversations as a result, a sign that deployment alone does not guarantee outcomes....

Data Confirms B2B Buyers Trust Peers Over Vendors

B2B buyers are researching on their own terms, comparing options, reading peer reviews, and forming opinions about vendors before any sales contact takes place. New research from SurveyMonkey and Reddit, titled The Hidden B2B Journey, found that 83% of buyers...

PCI Pal Embeds Secure Payments into Zoom Virtual Agent to Keep AI Interactions Compliant

PCI Pal has announced an expansion of its partnership with Zoom, extending its secure payment technology into Zoom Virtual Agent (ZVA). The planned integration will allow customers to complete payment transactions directly within AI-driven virtual agent workflows, without being redirected to...

Salesforce Launches Agentforce Contact Centre: AI, Voice & CRM Finally Unified in One CCaaS Platform

Salesforce has made its boldest move yet into enterprise customer service, launching a fully native contact centre platform that fuses AI agents, live voice, digital channels, and CRM data under one roof. Here is what it means for businesses, buyers,...

UK Regulator Reminds Businesses: Consumer Law Still Applies to AI Agents

The UK’s Competition and Markets Authority (CMA) has published new guidance making clear that consumer protection law applies in full when businesses deploy AI agents, and that companies will be held responsible for what those agents do. The CMA assures it...

Five Women on What CX Stands to Lose in 2026

In recognition of International Women’s Day 2026, we asked five leading voices from the CXM Stars 2026 programme to name the challenge that is defining their work this year. Spanning Kenya, Georgia, and the UK, their answers cut to the...

Adobe and MLB Team Up to Knock Fan Experiences Out of the Park

Adobe and Major League Baseball have announced a major expansion of their multi-year partnership, placing artificial intelligence at the centre of how the sport connects with its fans. The deal positions Adobe as the official Presenting Sponsor of MLB Opening...

Forsta Introduces Purpose-Built Market Research Agents that Cut Reporting Time in Half

Press Ganey Forsta has launched a suite of AI agents inside its Research HX platform designed to help market research teams work faster without cutting corners on quality. The company says the agents can reduce reporting timelines by 50% by...