Customer Experience

Banking Glitch and Health Data Leaks Draw Regulatory Attention and Calls for Accountability

A technical fault at Lloyds Banking Group briefly exposed customers’ financial transactions to other users, while a Guardian investigation revealed that health records from UK Biobank had been leaking onto public platforms for years, two incidents that have put institutional...

Experian Upgrades Its AI-Powered Virtual Assistant to Deliver Personalised Financial Guidance to 85 Million Members

Experian has released a major upgrade to EVA, the Experian Virtual Assistant, a conversational AI tool built into the Experian app that has been helping consumers understand their credit scores since its initial launch. The new version takes the assistant...

Microsoft Brings AI-Powered Health Intelligence to Copilot Users

Microsoft has launched Copilot Health, a dedicated section within its Copilot platform designed to help users make sense of their personal health information. The announcement reflects the company’s push to apply AI to individual well-being, building on its existing AI...

8×8 Engage Globally Available for Frontline Teams, Following Positive Uptake

8×8 has expanded the general availability of its Engage platform for frontline teams across all of its channels and channel partners worldwide. The customer experience platform provider also pointed to strong early adoption figures, which are going hand in hand...

Easy Checkout Makes People Spend More (Without Noticing)

The easier it is to pay, the more people spend. That much is obvious. What’s less obvious is how many of them don’t realise they’re doing it. NMI’s Psychology of Payments survey of 1,000 US adults set out to measure how...

Voice is Back, AI is Getting Real – Sinch on IHG, and the State of the Industry

At this year’s Enterprise Connect the conversation on the floor kept returning to two themes: voice technology and artificial intelligence. I sat down with Julia Fraser of Cinch to get her take on both, fresh off a keynote session with...

Hilton Launches AI Planner to Streamline Hotel Booking

Hilton has introduced a generative AI-powered tool designed to help travellers find and book stays across its global hotel portfolio. The Hilton AI Planner is now live in beta on hilton.com, available to an initial pool of site visitors before a...

RingCentral Launches AIR Pro Agentic AI Platform at Enterprise Connect

RingCentral has unveiled AIR Pro (AI Representative), a ‘voice-first’ AI platform designed to handle customer interactions end-to-end. Announced at Enterprise Connect, where UC, CX and AI strategy converged this week in Las Vegas, it represents a major step beyond conventional...

CallMiner’s AI Classifiers Now Include Automatic Sentiment Analysis

Customer experience platform CallMiner has unveiled a package of new and enhanced AI capabilities designed to give organisations a clearer picture of what is happening across their customer interactions. Central to the announcement is an expanded set of advanced AI...

Zendesk to Acquire Forethought as AI Agents Outpace Human Interactions in Customer Service

Zendesk has announced a definitive agreement to acquire Forethought, an AI agent platform built for enterprise customer support, in a deal the company expects to close by the end of March 2026. The acquisition will bring self-improving AI capabilities directly...

Europeans Are AI’s Biggest Fans Until Brands Ruin It With Slop

Europeans are the most trusting AI users on the planet, yet a growing frustration with low-quality AI-generated content is starting to erode that goodwill, according to new research from marketing platform Klaviyo. The study surveyed consumers across Europe, the US, and...

New Mitel Launches Deliver Communications that Work for Everyone

Mitel has launched two interconnected products to extend enterprise-grade communications to every worker in an organisation, not only those behind a desk. The company announced Mitel Workforce Experience (MWX), a next-generation communications app framework, alongside Mitel Edge, an on-site intelligent communications...