Customer Experience

WEF’s Davos 2026 Meeting Kicks Off With All Eyes on Agentic AI

The World Economic Forum’s annual gathering of the political elite, insanely wealthy, many other stakeholders trying to rescue/improve the world kicks off in Davos, Switzerland today. Leading the discussions will be around 100 unicorn founders and technology pioneers. From supply chains...

Retail Fraud Forces Tough Decisions for UK Businesses Ahead of 2026

Fraud is forcing UK retailers to make practical, sometimes painful decisions about how they operate. This can mean closing physical stores, cutting back online services, tightening refund and return policies, or putting planned investments on hold. In the most serious...

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...