Customer Experience

AI Fears Cast a Shadow Over Salesforce’s Earnings Results

Despite strong financial results, expanding AI products and confident leadership messaging, investor anxiety around artificial intelligence continues to weigh on Salesforce. The company’s latest Q4 2026 earnings show momentum across revenue, product innovation and enterprise adoption. The market responded by...

Infobip’s New AgentOS Puts AI in Charge of the Entire Customer Journey

Infobip is preparing to launch AgentOS, an AI-native platform built to orchestrate autonomous customer journeys at scale. The platform marks a fundamental change in how the company operates, enabling businesses to move beyond static campaigns and workflows toward goal-driven, adaptive...

CX Lore: Building Strong BPO Partnerships is Key

In this episode of CX Lore, David Dungay is joined by David Neale, CEO and Founder of GBPO Solutions to talk about his BPO accreditation programme and the gaps he saw in the market which led to its creation. In today’s...

Malaysia Airlines Deploys Ada’s Agentic CX Platform

Malaysia Airlines is expanding its digital service strategy through the adoption of Ada’s Agentic Customer Experience (ACX) model, which now powers its AI customer service agent, ‘Mavis’. The system is designed to support travellers at multiple points across the journey,...

SurveyMonkey Opens Its Doors: Free AI Research Tools Now Available With No Sign-Up Required

SurveyMonkey has launched a free tools hub giving anyone access to AI-powered survey creation, research calculators, and analysis tools with no account or sign-up required. At the heart of the new hub is an AI survey generator that takes a plain-language...

SoundHound AI Launches Sales Assist, a Real-Time AI Agent for the Retail Sales Floor

SoundHound AI has announced the launch of Sales Assist, a voice-powered AI agent designed to support in-store retail staff during live customer conversations. The tool delivers instant, data-driven recommendations, including upgrades, bundles, trade-in promotions, and accessories, directly to a tablet...

Is RingCentral’s Post-Earnings Rally A Bit Premature?

RingCentral’s stock has surged nearly 15 percent, following its Q4 2025 results and forward guidance. Investors have clearly responded to strong profitability targets, shareholder returns, and ambitious artificial intelligence positioning. With the share price now sitting above average analyst expectations...

Inspiring Citizen CX for Medway Council

Digital transformation in public services is often sold as a productivity problem — reduce costs, increase throughput, automate the rest. But as former Deputy Mayor of Medway Douglas Hamandishe makes clear, that framing misses the point entirely. The real challenge...

Staffing Still Matters for CX, Gallup Survey Reveals

Artificial intelligence is widely seen as the engine of a leaner, more productive future. Across industries, organisations are reducing headcount, automating tasks and pushing employees to do more with less. However, new research by Gallup suggests that even as automation...

Same Experience, Different Score: How Cultural Bias Breaks Global CX Measurement

If your company runs customer satisfaction surveys across multiple countries, you might believe a high score means happy customers and a low score means trouble. Yet, according to the latest research from Ipsos, When Difference Doesn’t Mean Different, that assumption...

Salesforce Continues AI Drive with Momentum Acquisition

Salesforce’s latest acquisition is a clear demonstration of its conviction in its AI solutions, most notably Agentforce. With shares sliding over the past year and speculation around valuation intensifying, however, questions remain about whether this aggressive expansion is courageous or...

Verizon Tightens Device Unlock Rules Amid Growing Customer Losses

Verizon has introduced sweeping new device unlock restrictions just months after its new CEO publicly admitted the carrier is losing customers due to poor value, price hikes and friction in the customer experience. Following FCC approval to waive a rule requiring...