Customer Experience

SAP Acquires Reltio to Drive Data Quality in Enterprise AI

SAP has agreed to acquire the cloud-native master data management (MDM) provider Reltio to make both SAP and non-SAP enterprise data AI-ready. It says it will provide business customers with the necessary tools to “unify, cleanse and harmonise data” in...

Salesforce Reveals Its AI Game Plan with the Launch of AI Foundry

Salesforce AI Research has introduced AI Foundry, a new initiative that brings together researchers, strategic customers, and academic partners to develop and validate AI capabilities at a pace the company says would be impossible through a conventional product cycle. The launch...

What Is AI Enablement, and Does Your Organisation Need It?

AI is currently a fixture in most organisations (88% according to McKinsey), yet widespread use has not translated into widespread value. Only 7% of respondents said AI had been fully scaled across their organisations. The tools are in place. The...

Voice-First Agentic AI Gains Traction with IBM–ElevenLabs Collaboration

IBM and ElevenLabs have announced a new collaboration that brings advanced voice technology into IBM watsonx Orchestrate, expanding the platform from text-only workflows to natural spoken interactions. According to the announcement, “voice has become a critical medium for customer and...

Aspect Software and Five9 Tie Up to Bring Real-Time Workforce Intelligence to Cloud Contact Centres

Aspect Software, a provider of intelligent workforce management and workforce engagement solutions, has partnered with Five9 to help contact centres automatically adjust agent schedules when customer demand changes The agreement puts Aspect’s AI-driven scheduling and forecasting capabilities directly inside Five9’s cloud...

Trustworthy AI for Contact Centres: Building Systems Employees Trust with Customer Relationships

AI has worked its way into almost every customer interaction, yet trust in it has not kept pace. Customers want quick, tailored service but are fast to notice when a bot misses context, delivers a slightly off answer, or otherwise...

Banking on AI: HSBC Weighs 20,000 Job Cuts as It Installs First AI Chief

Three signals in the space of a month tell a consistent story about where HSBC is heading. Last week, Bloomberg reported the bank is weighing cuts of around 20,000 roles, with AI cited as a factor reshaping its workforce needs....

Zillow’s New AI Mode Replaces Property Search with Guided Conversation

Real estate marketplace Zillow has launched Zillow AI mode, a conversational experience that lets buyers and renters ask questions about homes, explore affordability, and book tours. Currently in beta with a limited group of US users, the feature is built directly...

Change Management for CX Teams: Tips for Side-Stepping Change Fatigue

Change is a constant part of the workplace today. Most of us have gotten (almost) used to that. We don’t even mind it if the change feels worthwhile, and it’s explained in a way we can actually understand. Usually, though,...

Handwave Research Uncovers the Final CX Barrier to Palm Payments

New research from European fintech company Handwave suggests palm payments could soon become mainstream. It found that nearly half of US consumers would use palm-based payments if they felt confident that their privacy and security were guaranteed. The Censuswide survey...

DeepBrain AI Brings Conversational Avatars to Customer Service

Palo Alto-based DeepBrain AI has officially launched its B2B AI Video Agents for real-time, two-way enterprise interactions across customer service and internal operations. According to DeepBrain, the launch “signals a paradigm shift in how businesses communicate, moving beyond static video...

Oracle Launches AI Agent Teams to Target Continuous Revenue Growth

Oracle has introduced “outcome-driven” teams of specialised AI agents called Fusion Agentic Applications, designed to continuously drive revenue growth across CX and other industry workflows. Built into the Oracle Fusion Cloud Applications suite, which includes its Customer Experience platform, the...