Customer Experience

Google Cloud and Nexi Group Develop Autonomous Shopping for Europe

Google Cloud has announced a memorandum of understanding with Nexi Group to build the infrastructure for what they call “agentic commerce”, which will take consumer experiences in Europe beyond assisted journeys into autonomous ones. According to Google Cloud, its collaboration with...

The International Customer Experience Awards (ICXA) 2026 Is Open for Entries!

The International Customer Experience Awards (ICXA) has officially opened entries for its 2026 edition, and the programme is shaping up to be its most expansive yet. Organisations from across the world now have the opportunity to put their CX work...

Dialpad Launches New Tools to Get Enterprise AI Out of the Pilot Stage

Dialpad has announced a major update to its agentic AI platform, introducing a set of tools aimed at one of the most persistent problems in enterprise technology: AI projects that never make it past the testing phase. The new capabilities are...

Chatbots vs Voicebots: The Conversations Customers Actually Want to Have

Customer experience is in a strange spot right now. People can get support faster than ever, but that doesn’t mean they’re happy. In fact, three-quarters of customers say AI gives them answers quickly, but they still leave the conversation frustrated. There...

ServiceNow AI Platform Powers Faster Customer Roaming Resolutions

A new collaboration between ServiceNow, NTT DOCOMO and StarHub aims to solve one of the most frustrating problems travellers face: losing mobile service abroad. Built on the ServiceNow AI Platform, the joint initiative introduces an autonomous roaming resolution designed to...

TechSee Gives Service Providers a Window Into the Smart Home with New Visual AI Platform

Visual AI for customer service solutions provider TechSee has announced the launch of its End-to-End Home Experience solution at Mobile World Congress, marking the first platform built to give service providers visibility into connectivity performance beyond the point where the...

AI Turned Phone Fraud into an Arms Race the Carriers Are Losing

A 90-year-old woman received a call from her grandson asking for money. Except it was not her grandson but an AI-generated clone of his voice. She stopped answering the phone alone for months. Her story is one of millions. Hiya’s State...

Chatbot Best Practices for 2026: Designing Chatbots that Customers Trust, Instead of Tolerating

Most chatbot deployments get the job done, to an extent. Companies launch their bots on time, ticket rates go down, and everyone feels like the tech is justified, until they realise customer satisfaction scores aren’t improving. Loyalty levels are dropping...

Level AI’s New Platform Challenges the Human vs. AI Debate in Customer Service

Level AI has announced a major expansion of its AI Virtual Agent platform, making the case that businesses have been asking the wrong question. Human agents or AI agents, it should never have been a choice. The company is taking direct...

Tealium and Diabolocom Partner to Provide Context-Aware CCaaS

Customer expectations are rising fast. People want quicker answers, more personalised service and smoother experiences across every channel. In response, technology providers are increasingly joining forces to close gaps in their offerings. The latest example comes from Tealium and Diabolocom,...

ServiceNow Launches Autonomous Workforce with AI Customer Service Specialist

ServiceNow has launched Autonomous Workforce, a team of AI specialists capable of performing complete roles within an organisation. They will have the authority and controls needed to carry out real enterprise work, which ServiceNow says will enable employees to focus...

35% of Professionals Say User Emotions Are the Most Ignored Factor in Service Design

New global research from Designit, Wipro’s experience innovation company, has put a number on something many in the industry have long sensed: 35% of design professionals say that the emotional states of users are the most overlooked factor in service...