Customer Experience

Your Customer Experience News Roundup: Anthropic’s Models Go Dark, Salesforce Has a Busy Week, and 79% of Your Customers Won’t Wait

This week in customer experience news, a US government export control directive pulled the most advanced AI models on the market from enterprise customers mid-deployment. Meanwhile, Salesforce acquired a colossal business, expanded a major data partnership, and shipped a general...

Employee AI Training for CX: How to Actually Prepare for Human–Machine Collaboration

No one really planned for a day when companies would be onboarding AI agents more often than interns, but here we are. We’ve been building to this for a while, first with chatbots, then AI-powered routing, then a few more...

Amazon Is Investigating the Engineers Who Testified Against Its Data Centres

Amazon is investigating three of its engineers after they testified before the Seattle City Council last month in support of a moratorium on new AI data centre construction. This is a move the employees’ lawyers say violates a local ordinance...

The Future of CX: Where VoC Goes from Here

In this interview, CXM sat down with Carlos Espinosa, Executive Chairman of Clientship, to talk about the future of Voice of the Customer (VoC) and his company’s plans to approach things differently. The State of VOC Today: An Honest Assessment The honest...

Knowing a Brand No Longer Means Choosing It

For as long as marketing has had a budget, the theory held firm: recognition does the heavy lifting. Get a customer to know your brand, trust it, and recall it at the moment of need, and the purchase tends to...

Dialpad Surfaces Calls Inside Google Workspace So Teams Skip the CRM

Dialpad customer conversations will now flow directly into Google’s Gemini Enterprise and Workspace apps, letting teams pull insights from call transcripts and interaction history in plain language without opening a CRM, the AI customer experience vendor has announced. The integration brings...

Pega Adds Agentic AI Marketing Layer to Its Decisioning Platform

Pegasystems has added a new layer to its Customer Decision Hub platform. Pega Customer Engagement Studio, announced this month at PegaWorld in Las Vegas, is an agentic AI workspace that pulls Pega’s own agents and outside tools together so a...

Salesforce and Databricks Partner to Elevate Cross-Platform Data Governance Guardrails for AI

Salesforce and Databricks have announced an expansion of their strategic partnership. It introduces cross-platform data governance AI capabilities aimed at keeping corporate data secure as businesses deploy autonomous agents. The updates build upon the companies’ existing “Zero Copy” architecture. This allows...

12 AI Quality Assurance Tools That Help Improve Customer Experience

Most contact centres still run quality assurance programmes like it’s 2009. A few calls get sampled, somebody fills out a form, an agent gets a score, and everyone pretends that represents reality. Manual QA usually touches a tiny number of...

Copilot Cowork For Dynamics 365 is Now Generally Available: Microsoft Winds Up Its AI Clockwork for CX Teams

Microsoft has moved its Copilot Cowork platform into general availability worldwide, officially connecting its multi-step AI orchestration tool to Dynamics 365 Sales and Customer Service. The release transitions the system from a three-month corporate preview into a standard production product. This...

These Are the Real-Time CX Signals That Show Churn Before It Happens

Relying on traditional CX metrics to figure out how you should improve customer experience is like trying to figure out what went into a meal based on taste alone. You might recognise a few ingredients, but you’ll never figure out...

Customer Experience Compliance: How Regulation Became CX’s Best Growth Lever

Customer experience compliance has an image problem. Mention it in a planning meeting, and most people picture fines, audits, and the unglamorous cost of staying on the right side of regulators. That picture is out of date. As AI takes over...