Customer Experience

We Were All Supposed to Live in the Metaverse by Now

Few technology failures have been quite as public, or quite as expensive, as the metaverse. It began as a grand declaration about the future of human connection, ended this month with a partially reversed shutdown announcement, a workforce reduced by...

Ada Research Finds Customers Prefer AI Service on One Condition

While many customers may still feel hesitant about AI-powered support, new research from Ada suggests this reluctance may be fading, provided the technology resolves their issue. This crucial caveat reflects a wider truth that consumers don’t view AI in black...

Vonage Plugs Voice Into ServiceNow Workflows, Giving AI the Data It Was Missing

Vonage has announced a native integration with ServiceNow Voice, embedding live voice and real-time AI capabilities into ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) workflows for Vonage Contact Center (VCC) customers. Calls can now automatically trigger incident categorisation,...

Cresta Launches Knowledge Agent to Eliminate Contact Centre Guesswork

Cresta has launched Knowledge Agent, an AI assistant that monitors live contact centre conversations in real time and surfaces precise answers to agents without being prompted.The tool operates as a browser sidebar, running in the background as an agent moves...

The Metrics That Matter: What CX Stars Measure for Success

Ask a CX leader what they measure and you’ll usually hear the same three: NPS, CSAT, and customer effort. Ask the leaders in the CXM Stars 2026 cohort what genuinely moved the needle, and you get frameworks built for their...

‘Customer Service is the Most Valuable AI Use Case’, Infosys Research Finds

Customer service is generating the most business value from AI in banking, according to new research from Infosys. The sixth edition of its Bank Tech Index, a semi-annual survey of 400 of the world’s largest banks by total assets, places...

Agent Assist Risks: How to Stop Copilots from Destroying Customer Trust

Agent Assist is the version of AI everyone feels good about. It’s not replacing agents. It’s helping them. It keeps a person between the system and the customer. That feels controlled. But feeling controlled isn’t the same thing as being...

Preparing for AI Outages in CX: What to Do When AI Stops Working

We’ve all felt the frustration that comes from AI having a “bad day” at some point. Like it or not, most CX employees rely on AI for something, whether it’s routing customers, analysing sentiment, or giving them tips on what...

Retail vs. Healthcare vs. Tech: How CX Challenges Differ Across Industries (And What We Can Learn)

The CX profession loves universal principles: journey mapping, closing the loop, and proving ROI. But spend time with leaders actually doing the work, and the industries that share the same language are fighting very different battles underneath. Here’s what three...

Avaya Launches a Voice Platform for When Failure Isn’t an Option

Avaya’s new mission-critical voice platform, Nexus, targets organisations in healthcare, financial services, emergency services, public utilities, and government and defence, where an outage is a crisis. These are sectors where standard collaboration tools have long struggled to meet the demands...

Toma IQ Turns Employee Behaviour into AI Policy

Automotive AI platform Toma has launched Toma IQ for car dealerships, a product designed to train its AI agents on real conversations. It uses reinforcement learning from human feedback to align AI behaviour continuously with store-specific policies. It arrives at...

5 Unconventional Strategies CX Stars Used to Win Over the C-Suite

Getting a great CX idea approved is often harder than executing it. Budgets are tight, executives are sceptical, and “improving customer experience” rarely competes well against a cost-reduction target in a board meeting. The CXM Stars 2026 features several leaders...