Customer Experience

BPO Viewpoint – The Agentic AI Jobs Truth Vendors Won’t Tell You

At CCW Las Vegas, the vendors sold one story: humans and machines, side by side, nobody worse off. The outsourcers who actually run the agents told a sharper, more divided, and more honest one. CXM reports the BPO view from...

RingCentral Wires AI Agents Into the Bones of RingCX

A patient cancels an appointment, and within seconds an AI agent works the waitlist, offers the open slot to the next person in line, and books it, no human prompt required. That kind of self-starting outreach is now part of...

Parloa Study: Speed Is the Name of the CX Game in 2026

Customers will give an automated service system only a few minutes to prove itself before they give up, and the brands that lose that race are losing customers to faster rivals, according to the inaugural Parloa Consumer Patience Index, a...

Salesforce Wants to Run Your Entire Contact Centre From One Screen With New Workforce Engagement Management Offering

Contact centre workforce engagement management has a new competitor. Three months after launching Agentforce Contact Center at Enterprise Connect, Salesforce has returned to the stage, this time at Customer Contact Week in Las Vegas, to fill in what was feasibly...

Zoom Elevates Its Virtual Agent Contact Centre AI Platform With a Proper Feedback Loop

Zoom has updated Zoom Virtual Agent with tools for generating, testing, and optimising AI-powered customer service agents. This adds measurement and performance capabilities to its AI contact centre platform that, until now, was arguably stronger on deployment than on what...

Capturing Voice of the Customer: How to Listen to your Audience (and Why it Actually Helps)

Remember when everyone just guessed what customers were feeling? That’s what fuelled a world where most teams don’t realise they’ve lost a customer until the renewal doesn’t come in or the basket just disappears. On paper, everything looks fine. Average...

CX Voices: Why the NHS Must Rethink How It Talks to Patients with Tom Boyle

For the first time in history, four generations share the same workforce. They are also sharing the same waiting rooms. Yet the NHS still defaults to the letter and the phone call. In the latest episode of CX Voices, Katie...

Fake Returns Are Costing Retailers £29 Million

Online returns have become a normal part of shopping and a quiet drain on the retailers who handle them. New research suggests that a meaningful share of what comes back is not what it claims to be, and that most...

SAP CEO Says His Developers May Have Four Years Left Before AI Displaces Them. Here’s Why CX Leaders Should Pay Attention

Christian Klein has a prediction about his own workforce, and it is not a comfortable one. The chief executive of SAP, Europe’s largest software company, with a market capitalisation of around $195 billion and more than 110,000 employees globally, told...

Big Tech is Increasingly Moving Beyond ‘Human in the Loop’: Can Agentic AI Oversee Its Own Governance?

The human reviewer at the end of your AI pipeline may be less useful than you think. That, at least, is the argument being made by one of Amazon’s most senior security engineers. The rest of Big Tech appears to...

Bad Messaging Is Sending Customers Running and AI Is Not Saving the Day

Send a customer one badly worded message too many and they will not stick around to read the next one. Poor communications now drive most people to walk away from their providers, and the AI meant to smooth things over...

Alvaria Embeds Parloa AI Agents into Compliant Outbound Outreach

Alvaria and Parloa have integrated their platforms to give enterprises in regulated sectors a way to run multilingual AI voice and chat agents across outbound outreach without loosening compliance controls. Alvaria has embedded Parloa’s agentic AI into the Alvaria Intelligence...