Customer Experience

Fiber Broadband Association: Explore the Story Behind Your NPS

A Net Promoter Score (NPS) is just a number, but what matters most is why you received that score. What is the story behind it? With research by Qualtrics suggesting poor CX globally puts $3.8 trillion in sales at risk...

Appeals Court Clears Perplexity AI’s Shopping Agent to Run on Amazon, For Now

A federal appeals court has temporarily restored Perplexity AI’s ability to operate its agentic shopping tool on Amazon’s platform, pausing a lower court ruling that had ordered the startup to stop. The 9th U.S. Circuit Court of Appeals issued an administrative...

Are You Speaking to Your Customers or Past Them?

The words a brand chooses to describe its products say as much about its assumptions as they do about the products themselves. Those assumptions may be badly misaligned for financial companies, according to new research from Reach3 Insights, which finds...

Qualtrics X4: Experience Agents, Synthetic Panels, and AI Analytics Land Across All Three Suites

Qualtrics has rolled out its most comprehensive product update to date, launching new AI-powered capabilities simultaneously across its Customer Experience, Employee Experience, and Market Research suites at the annual X4 summit. The announcements span autonomous agents that resolve customer complaints...

Salesforce Deploys a Team of AI Agents into Sales

Salesforce has announced a significant expansion of Agentforce Sales, introducing a dedicated team of AI agents built to run various aspects of the sales pipeline. The announcement marks a shift from AI as a productivity aid to acting like a...

RCS Adoption in Regulated Industries Gets a Boost: Televox and Twilio Expand Two-Way Messaging Capabilities

If you have ever received a text from your doctor’s office confirming an appointment, or an automated call from a hospital asking you to reschedule, there is a reasonable chance the technology behind it was built by Televox. The digital...

Adoreboard Can Finally Put a Price on Bad CX

For years, customer experience has operated on faith. Leaders have invested heavily in satisfaction scores and loyalty programmes, armed with the conviction that better experiences drive better business, but rarely able to prove exactly how much a bad one costs....

Zoom Contact Center Adds Pindrop’s Deepfake Detection and Voice Verification

Zoom has integrated Pindrop’s real-time deepfake detection and voice identity verification technologies directly into its contact centre platform. The move embeds Pindrop’s voice authentication, synthetic media detection and fraud risk intelligence to detect impersonations and verify callers in real-time across...

When Reassurance Matters More Than Convenience   

What healthcare reveals about why small interactions – not just journey maps -shape trust, confidence and experience. By Tom Boyle, Head of Digital Comms, NHS Working at the intersection of communication technology and healthcare services, I often see how small interactions shape...

Gartner’s 2026 VoC Magic Quadrant: Four Leaders, Two Challengers, No Visionaries

Gartner’s 2026 Magic Quadrant for Voice of the Customer Platforms evaluates 12 vendors across a market where AI is fundamentally changing what VoC platforms can deliver, moving the category from structured feedback collection towards something considerably more proactive. Gartner predicts that...

Half of U.S. Consumers Would Rather Avoid Brands That Use GenAI in Their Content, Gartner Finds

Brands have spent the past two years racing to embed generative AI into their marketing. According to new Gartner research, half of their customers would rather they hadn’t. A survey of 1,539 U.S. consumers conducted in October 2025 found that...

Nvidia Fuels Next Generation of Autonomous Agents Across CX Industry

Nvidia is accelerating the move towards autonomous AI agents through partnerships with leading CX and enterprise platforms, including Adobe, Cisco, SAP, Salesforce and ServiceNow. Its newly launched NVIDIA Agent Toolkit is designed to help organisations build AI agents that can...