Customer Experience

Enterprise AI Has a Security Problem That a Single Test Cannot Solve

Enterprises are deploying AI faster than they are securing it. Chatbots are handling millions of sensitive customer queries daily, while AI assistants are accessing thousands of financial records every second. The assumption underpinning much of this deployment is that the...

Gartner’s 2026 CPaaS Magic Quadrant: Five Leaders, Agentic AI, and a Security Reckoning

Gartner’s 2026 Magic Quadrant for Communications Platform as a Service (CPaaS) evaluates 14 vendors in a category that has outgrown its origins as a developer toolkit for programmable SMS and voice. AI capabilities, security posture, and support for autonomous agent...

Capacity Launches AI Analytics Assistant to Help CX Leaders Get Answers From Their Data Faster

AI-powered support automation platform Capacity has launched the AI Analytics Assistant, a new feature that lets customer experience, contact centre and operations leaders ask questions about their interaction data in plain English and get instant answers in the form of...

How to Increase Customer Loyalty Without Just Dishing Out More Rewards

Figuring out how to increase customer loyalty used to be pretty simple. As long as you gave people a good product, treated them well, and showed your appreciation every once in a while, they’d usually stick around, at least until...

Quantum Computing and Personalisation: The Quantum Era is About to Change Personalisation Forever

Most companies have already made “hyper-personalisation” a priority for 2026, and really, they’ve already got a lot of the stuff they need to make it work: AI for data analytics and scale, automation, and even journey orchestration platforms. What they...

Zoom’s Virtual Agent Is Now the One Making the Call

Zoom’s Virtual Agent is no longer just answering calls. As of Q1 FY2027, the company’s AI-powered ZVA is being deployed to proactively contact customersm a capability illustrated by a new win with marketing and BPO company Rensa, which is using...

The Best Experience Management Platforms: Are You Ready to Compete in the Experience Economy?

Experience management ranks among the hardest problems in business, and the difficulty has nothing to do with whether companies take it seriously. Most do and the evidence linking experience to growth is extensive and well-rehearsed. The real problem is that...

40% of AI Service Interactions Now Complete Without a Human. What Does That Mean for the Other 60%?

When an AI agent resolves a customer’s issue without any human involvement, it counts as a win. However, as those wins accumulate, a hidden problem is taking shape on the other side of the interaction log. Salesforce’s latest State of Service...

Predictive Loyalty Programmes: Where Customer Loyalty Is Heading Next

People still say they like loyalty programmes. Around 85% say they influence whether they stick with a brand, and 57% say they help them feel more connected. At the same time, a lot of these programmes feel like they’re running...

8×8 Usage Revenue Hits Record High While AI Volumes Surge and Per-Seat Era Fades

8×8 has closed its fiscal year with four consecutive quarters of revenue growth, and Q4 FY2026 reveals AI is handling interactions that used to require human agents, while the pricing models built around those agents are changing with it. The headline...

Quantum AI in CX: The Next Leap in Customer Experience Is Closer Than You Think

Every time you think you’ve just about gotten to grips with the next big thing in customer experience, something new comes along. In the last couple of years, we jumped from generative AI to agentic AI; now it seems like...

CXM Tech Stars Launches — Recognising the People Building the Future of CX Technology

Customer Experience Magazine is delighted to announce the launch of CXM Tech Stars, a new global recognition programme dedicated to technology innovators in the customer experience space. Remember CXM Stars? This one’s a bit different. While our previous CXM Stars focused...