Customer Experience

How to Power Customer-Centric Cultures with VoC

CXM recently caught up with Carlos Espinosa, Executive Chairman of Clientship, to discuss how organisations can genuinely turn ‘customer-centric’ with Voice of the Customer technology After more than 25 years in the CX industry, Carlos Espinosa has watched customer experience evolve...

Total Experience Management: The Next Stage of the Experience Revolution

Every company insists it is prioritising experience. Customer experience (CX) management programmes are running end-to-end, employee experience (EX) initiatives are in place to stay ahead of skills shortages, and UX strategies are being refined. That part is encouraging. More teams are finally...

Zoom Launches ZoomMate, an AI Assistant That Picks Up Where Your Meeting Leaves Off

Zoom has launched ZoomMate, an agentic AI work surface that carries a meeting’s decisions through to finished work inside the tools where teams already operate, from Salesforce and Jira to Slack and ServiceNow. The product builds on the system of...

Hyro Deploys Bilingual Voice AI at Tanner Health to Resolve Patient Calls Without Hold Times

AI agent platform for healthcare Hyro has gone live with a bilingual voice AI assistant at Tanner Health, a nonprofit healthcare system, answering inbound patient calls around the clock and cutting the long phone queues that build up in busy...

Loyalty Programme Best Practices: What Improves Retention in 2026

Some studies say loyalty programmes can generate up to 20% of a company’s profits. The trouble is that a lot of companies still design their scheme based on old assumptions about what customers actually want. BCG found that the average US...

US Bank App AI Assistants Handle Simple Jobs but Leave Customers Stuck on Fraud and Disputes

AI virtual assistants inside US bank and credit card apps cope well with routine requests yet fall down the moment customers try to report fraud, dispute a charge or untangle a real problem, according to a set of studies released...

Sprinklr Acquires ViralMoment to Bring Video Analysis Into Customer Listening

Sprinklr has acquired the assets of ViralMoment, an AI company that analyses social video, and will fold the technology into its listening and Voice of the Customer (VoC) tools. The deal gives the Unified Customer Experience Management (Unified-CXM) firm the...

Specialised AI Agents in CX: Why the Future of Customer Service Belongs to Specialist Systems

There’s a tendency, particularly in CX, to overestimate AI. Especially agentic AI. Companies were introduced to AI solutions that could suddenly accomplish more, managing entire workflows and making decisions without human input. What some of them thought they were getting...

Salesforce’s AI Agents Now Handle Double the Volume of Its Human Ones

Salesforce posted record revenue of $11.13 billion for its first fiscal quarter of 2027, up 13% year over year. Agentforce annual recurring revenue crossed $1 billion for the first time, reaching $1.2 billion, up 205% year over year, and the...

Consumers Welcome AI Into the Shopping Journey But Stop It at the Checkout

Amazon’s Rufus was supposed to make shopping easier. Instead, the AI shopping assistant became a case study in how fast consumer trust can erode. Analyses of the tool found that its recommendations were only 32% accurate, with suggestions for marathon...

The Benefits of Human-Centred Automation: A Better Way to Scale AI in CX

AI has been pushed into customer experience way too fast, faster than anyone should realistically feel comfortable with. Zendesk has even said that AI will soon play in a role in 100% of customer interactions sometime soon, in one way...

Avaya and avatarin Bring Contact Centre AI to the Shop Floor

Avaya and avatarin are extending their collaboration beyond the contact centre, linking AI agents with social robots and on-site hardware to serve customers in physical environments without losing the thread of their digital interaction history. The collaboration connects Avaya Infinity, Avaya’s...