Customer Experience

NiCE Says Agentic AI Is Already Running the Contact Centre

NiCE has published “the industry’s first” data-backed look at agentic AI deployments in production. The contact centre software giant recently released The Agentic AI CX Frontline, a research report drawing on large enterprises across North America and Europe, each handling...

New Medallia Launch Ends the Era of Insights Locked Behind Dashboards

Medallia has announced a new suite of AI-powered capabilities at its annual conference Experience ’26, aimed at making customer and employee experience data accessible to every level of an organisation, not just analysts and data teams. The new suite of innovations...

Meet the Judges for CXMStars 2026  

I am delighted to introduce you to the judging panel for CXMStars 2026! We have a mix of global leaders, seasoned practitioners, and award-winning voices in customer experience. With CX evolving faster than ever, these judges bring decades of expertise...

Genesys Breaks New Ground with AI Agent that Completes Tasks Across Multiple Systems

Genesys has announced the launch of its Genesys Cloud Agentic Virtual Agent, the “industry’s first” virtual agent that can autonomously execute tasks across multiple enterprise systems to resolve customer requests end-to-end. The new platform uses large action models from partner Scaled...

Financial Institutions Not Using AI Are (Almost) Extinct

The era of AI-free banking is effectively over, and it seems like the industry has crossed a point of no return. What began as cautious experimentation just a few years ago has transformed into an industry-wide revolution that’s fundamentally changing...

AI Demand in CX Shows No Sign of Slowing at 8×8, For Now

Investment in AI-powered customer experience technology continues to rise, as organisations look to improve responsiveness and manage increasing service expectations. According to 8×8, enterprises are “doubling down” on AI to improve responsiveness and streamline customer engagement, reflecting a broader shift...

Anthropic Pokes Fun at OpenAI Over Upcoming Ads in ChatGPT

In a high-stakes marketing battle that unfolded during the Super Bowl, Anthropic launched a campaign directly mocking its rival OpenAI’s decision to introduce advertisements into ChatGPT, setting off one of the most public feuds yet in the artificial intelligence industry. The...

Press Ganey Rolls Out Narrative HX, a New AI Tool for Multilingual Feedback Analysis

Press Ganey has released Narrative HX, an AI-driven solution that transforms how organisations analyse unstructured customer feedback. The new platform converts raw comments and responses into clear, actionable insights within minutes, marking a significant shift from traditional methods that often...

Connectivity is Key to Agent-Driven CX, says Salesforce

AI agents are rapidly becoming central to customer experience strategies, but many organisations are struggling to turn adoption into impact. Salesforce’s 2026 Connectivity research highlights the core problem that while AI agent usage is accelerating, around 50% of agents still...

AI Copilots vs AI Agents: The Difference Most Businesses Learn the Hard Way

The conversation about “AI coworkers” has been heating up lately, forcing a lot of us to rethink how we define different species of digital colleagues. Take AI copilots vs AI agents, for instance. They seem pretty similar, some are even...

Research Reveals Businesses Demand Greater Transparency from BPO Partners

The business process outsourcing sector faces a credibility challenge as new data suggests traditional sales methods are failing to win over prospective clients. Industry leaders are now calling for a fundamental shift toward greater transparency and independent verification. David Neale, founder...

Amazon’s AI Push Draws Mixed Reactions as Massive Spending Plans Raise Questions

Amazon’s latest earnings report revealed explosive growth in artificial intelligence and cloud services, but investors reacted negatively to the company’s announcement of $200 billion in planned spending for 2026, sending the stock down approximately 8% following the earnings call. The company...