Customer Experience

Dialpad Brings Real-Time AI Voice Tools to Japan

Dialpad has launched its full suite of real-time AI voice and contact centre capabilities in Japan, making advanced AI tools available to Japanese businesses at no additional cost through April 2026. Starting this week, all Dialpad customers in Japan can access...

Trust and Transparency Are Key to Hyper-Personalisation in 2026

Hyper-personalisation is a soaring topic of debate in 2026, powered by the rise in AI features across CXM platforms, with trust and transparency key to delivering a strong customer experience. From a clear need for better-quality consumer offers, to the risk...

Five9 and Google Cloud Launch a Joint AI Platform for Enterprise Customer Service

Five9 has expanded its partnership with Google Cloud and launched a joint AI solution for large enterprises that run customer service and contact centre operations. The companies say the goal is to help enterprises handle customer conversations across channels, support agents...

AI Investment Roundup: Parloa, Listen Labs and Incentifi Pick Up Funding for CX/EX Products

German-founded Parloa, a growing provider of AI agents elevating enterprise customer experience has announced a $350 million Series D funding round. The news brings its overall valuation to $3 billion. Last year saw some impressive activity on the startup M&A...

Luton Airport Gets Record Customer Satisfaction Scores

London Luton Airport rounded off 2025 with its highest ever customer satisfaction scores. Passengers praised its simple and friendly customer experience, with speed, efficiency, airport staff, the range of amenities and transport links all rating highly. The airport flew over...

Emplifi Brings Reddit Conversations into CX Decision-Making

Emplifi has partnered with Reddit to give brands direct access to real customer conversations and turn them into actions teams can use. The deal will see the integration of Reddit’s Enterprise API into Emplifi Fuel, Emplifi’s execution and intelligence layer. This...

Skift’s Travel Megatrends for 2026 Coming to London

Fount of all data-based knowledge when it comes to the travel industry, Skift, is heading to London next week to deliver their Megatrends for the European tourist industry. Trends include the collapse in passengers to the US and the likely...

Calabrio Launches Omni Agent Intelligence Inside Calabrio ONE

Calabrio has launched Omni Agent Intelligence, a new quality and performance intelligence capability available now within Calabrio ONE. The solution provides a single, vendor-agnostic view of quality across both human and AI agents, regardless of which contact centre, CRM, ITSM,...

This Holiday Season Normalised Data Oversharing With Brands

How much personal data did shoppers really give up this holiday season, and when did that start to feel normal? The 2025 holiday rush pushed millions of consumers through fast checkouts, personalised offers, and last-minute delivery promises. In that rush, data...

Vonage Adds Two-Way Messaging to Salesforce Agentforce Marketing

Vonage has announced the launch of Vonage Conversations for Agentforce Marketing, a new solution that brings two-way messaging directly into the Salesforce platform. Powered by Vonage Communications APIs, the offering enables businesses to manage customer conversations across SMS, WhatsApp, and...

“Pause” Is the Most Underrated Button in Subscriptions

Retention is the defining challenge for subscription businesses in 2026. According to Recurly’s 2026 State of Subscriptions report, slowing subscription growth is forcing brands to rethink how they manage churn, engagement, and long-term value. The pause button might be the...

CXMStars Returns — 2026 Edition Now Open! 

Customer Experience Magazine is thrilled to announce that CXMStars™️ 2026 is officially open for entries! Now in its seventh year, CXMStars™️ returns to recognise and celebrate the most inspiring customer experience (CX) professionals and thought leaders from around the world. This is...