Customer Experience

Voice Bot Best Practices For Teams That Actually Care About Customer Experience

Voice in the contact centre never lost its appeal as a channel. It just became the place customers go when things feel tense. When the order’s late, when the bill’s wrong, and when typing feels slower than just saying, “Can...

The AI Dilemma: What Top CX Professionals Really Think About Automation vs. Human Touch

If there is one topic that united CX professionals in 2025 and promises to define 2026, it is the rise of artificial intelligence. The conversation has moved on from breathless predictions. Now, the leaders featured in CXM Stars 2026 are...

Consumers Are Less Forgiving of AI Mistakes Than Human Ones, Medallia Report Reveals

Customer experience teams are deploying artificial intelligence at a pace that would have seemed ambitious just two years ago. Most have measurable goals for it, and many are embedding it directly into customer-facing interactions. What the latest data suggests, however,...

AgentPass Becomes Paz.ai, Betting on the Agentic Commerce Wave

When a company changes its name, it is making a statement about where it believes the market is heading. AgentPass has done exactly that, rebranding as Paz.ai to focus squarely on agentic commerce. It is a bold move. The question...

RCS Is Coming to the Netherlands, Powered by Twilio

Twilio has announced a partnership with KPN Netherlands to bring Rich Communication Services (RCS) Business Messaging to the entire Dutch market, with Google’s infrastructure underpinning the rollout. The announcement was made at Mobile World Congress 2026 and marks a turning...

Privacy-First Data-Driven Engagement: Getting More Engagement Without Crossing the Line

You probably don’t need convincing that data-driven engagement matters. It’s the difference between engagement that runs on gut feel and engagement you can actually explain when someone asks why it happened. When companies don’t use data well, you see the ripples constantly....

Micro-Moment Engagement: The Seconds That Make or Break Customer Experience

For all the work companies keep doing in “customer engagement”, most still forget one important truth. Relationships aren’t built on one exciting moment. They’re nurtured. That’s why Micro-moment engagement has become the real job. Not “being everywhere.” Being useful right when...

Booking.com Parent Company Reveals Real AI Savings in Customer Service

Booking Holdings, the parent company behind Booking.com, Agoda, Priceline, and Kayak, reported a concrete result that most companies are still chasing: its customer service costs fell in absolute terms last year, even as gross bookings grew by roughly 10%. The...

National Contact Centre Day: Recognising the Work Behind Every Customer Interaction

Today, 4 March 2026, marks the first National Contact Centre Day, an initiative by the CCMA (Contact Centre Management Association) to give the contact centre sector a moment of public recognition. Around one million people work in contact centres across the...

Salesforce Drives Engagement with Formula 1’s 827 Million Fans

Formula 1 has long been one of the world’s most-watched sports, but keeping 827 million global fans engaged is no small challenge. A new AI-powered tool, built on Salesforce’s Agentforce platform, is being deployed by the sport to do just...

How to Design a Winning Customer Engagement Strategy When Attention is Maxed Out

Companies have an odd view of what “customer engagement” actually means. Keeping customers “engaged” tends to be something that gets bundled in with marketing strategies or sales initiatives. Realistically, your customer engagement strategy influences the whole journey. Buyers forget pretty quickly...

Mitel Builds Out Industry-Specific Communications Portfolio for High-Stakes Sectors

Mitel has announced a major expansion of its vertical-focused communications portfolio, targeting industries where downtime is not an option, including healthcare, emergency services, manufacturing, retail, and government. These sectors demand more than generic collaboration tools can deliver, and off-the-shelf platforms...