Customer Experience

AI Is Making Life Harder for CX Teams, Not Easier, Front Research Finds

Despite massive investments in AI tools, most B2B customer teams are, in fact, experiencing “burnout, time wasted, and new headaches.” That is the finding from a new report by customer operations platform, Front. According to 700 B2B customer service, operations,...

How Gen Z Is Pushing the US Towards a Cashless, Cardless Future

Digital wallets were supposed to be a generational curiosity. Something younger consumers dabbled with while everyone else kept their cards. New data shows the physical wallet is fading and turning into a digital one, and Gen Z is the reason...

SurveyMonkey Adds Automated SMS Survey Invites to Its Salesforce Integration

SurveyMonkey has made automated SMS survey invitations generally available within its Salesforce integration, enabling CX and support teams to trigger personalised text message outreach directly from customer records. By the time a survey lands in a customer’s inbox, the experience being...

Salesforce Turns Slack into the AI Nerve Centre for CX Teams

Customer-facing teams have long operated across a fragmented stack, which AI is now making worse. This can be a particular issue in the CX industry as siloed information could mean AI acting on a limited view of a customer and,...

Oracle Leads a Wave of Mass Tech Layoffs Across Q1 2026

Oracle’s decision to eliminate up to 30,000 jobs brings a bruising first quarter for tech workers to a close. On 31 March, Oracle began notifying employees across the US, India, Canada, and Mexico that their roles had been eliminated. Analysts...

Cyara Introduces Agentic AI Testing to Grow Trust in CX

The race to deploy agentic AI in contact centres is accelerating, but confidence in those systems has not kept pace. The AI-powered customer experience assurance provider, Cyara, has announced new agentic testing and AI governance capabilities designed to give enterprises...

Invoca Expands AI Agent Suite to Tackle the Conversion Crisis

Invoca has announced a significant expansion of its AI agent capabilities, introducing tools built to address the point where marketing investment most often fails, the conversion stage. The launch centres on two products, an AI Voice Agent and an expanded AI...

B2B CX Teams Are Paying a Hidden “Coordination Tax” and AI Is Making It Worse

AI was supposed to mean faster responses, smarter routing, and less manual work. In many B2B customer experience teams, the investment has followed the pitch while the results have not. The tools multiplied, the dashboards filled up, and the workload...

Ask Nicely Launches AI Insights to Bridge Customer Feedback and Decision-Making

Customer experience platform Ask Nicely has introduced Ask NiceAI, a conversational AI interface that allows enterprises to question their customer feedback data and receive answers with visuals and ready-to-execute action plans in seconds. The tool gives companies a means of...

The Competencies CX Stars Say the Profession Now Requires

The job description for a CX professional has changed considerably in the last few years, even if the job titles haven’t. Empathy, data literacy, stakeholder management — these are still on the list, but they no longer cover it. The...

Could Rising Demand for XAI Improve Trust Issues in CX?

New research from Gartner predicts that, by 2028, the growing importance of explainable AI (XAI) will drive large language model (LLM) observability investments to 50% of GenAI deployments, up from 15% today. It is a forecast that reflects mounting pressure...

Consumers Are Already Letting AI Make Decisions for Them, EY Finds

Most conversations about AI still centre on whether people trust it. The more revealing question, according to new research from EY, is why that debate no longer seems to be slowing anyone down. Sixteen percent of consumers across 23 markets have...