Customer Experience

Five9 Reports Record AI-Driven Growth, Following Sector-Wide Paradox

Five9 has delivered standout earnings driven by accelerating enterprise AI adoption. Despite strong financial performance and bullish forecasts, however, the cloud contact centre provider’s share price has continued to slide. This reflects a similar disconnect across the customer experience technology...

Genesys Cloud Launches on AWS European Sovereign Cloud

The expansion of the Genesys Cloud platform onto the AWS European Sovereign Cloud marks more than a regional infrastructure update. It signals a shift in priorities, as organisations increasingly seek out cloud service providers that can offer data sovereignty. According to...

Krisp Launches Voice Translation SDK to End Language Barriers in Live Customer Conversations

Krisp has launched its Voice Translation SDK, enabling CX platform developers to embed real-time, voice-to-voice translation directly into live customer conversations. The SDK supports more than 60 language combinations and is built for synchronous, two-way interactions where clarity and conversational...

CX Leaders Reassess Outsourcing Partners Despite Positive Results

Customer experience outsourcing is entering a new phase of maturity, according to the latest SupportNinja survey. Outsourcing has shifted from a tactical function to a central pillar of CX execution, yielding high satisfaction scores. Nevertheless, many organisations appear to be...

Verint Confirms Single Brand Identity Following Calabrio Merger

Verint has announced that the combined organisation created through its merger with Calabrio will operate under the Verint name going forward, ending any uncertainty about brand direction following the deal’s completion late last year. The decision comes after teams from both...

The Winners Revealed! 150 CXM Stars in 2026

The votes are in, the judges have deliberated, and the results are finally here! We’re delighted to unveil the CXM Stars 150 winners for 2026 — celebrating the most dynamic, impactful, and inspiring customer experience leaders and influencers from around...

Customer Service Leaders Under Pressure to Deploy AI, Gartner Finds

Customer service leaders are facing mounting pressure to accelerate artificial intelligence adoption, as organisations push to modernise operations and improve customer experience. New research by Gartner suggests that AI is no longer viewed as an optional enhancement, but as a strategic...

Zoom Research Explores AI’s Impact on CX

New research commissioned by Zoom reveals just how central artificial intelligence is becoming to modern customer experience strategies. The report, carried out by Morning Consult and co-produced with CMSWire, paints a clear picture of a fast-moving landscape in which AI...

A Growing Market: Real-Time AI Coaching for Customer Reps

The real-time AI coaching marketplace for customer support agents continues to accelerate, with WINN.AI being one of the latest platforms to secure fresh investment to fuel its expansion. The Tel Aviv-based company has now raised $18 million in Series A funding,...

With Sovereign Cloud Spending Set to Triple, CCaaS is Going Local

According to Gartner, worldwide sovereign cloud infrastructure as a service (IaaS) spending is expected to reach 80 billion dollars in 2026, representing a 35 percent annual increase. This surge reflects a structural shift in how organisations think about cloud adoption. The...

Questioning AI Rarely Improves Its Answers, Study Finds

Most of us have been there. You ask an AI assistant something, it spits out an answer that feels off, and you fire back with a hopeful “Are you sure?” Maybe it backtracks, or doubles down. Either way, you’re left...

The Best AI Sentiment Analysis Tools for CX Leaders in 2026

Customer experience metrics are changing, and honestly, that’s a good thing. A lot of companies have spent far too long assuming that faster average handling times mean customers are happy. It’s gotten to the point where companies either need to...