Customer Experience

HubSpot Folds Quote-to-Cash into its CRM with New Revenue Hub

HubSpot has brought quoting, contracts, billing, and payments into its CRM through Revenue Hub, a product that unifies revenue data with the customer records sales and service teams already use. The launch answers a problem HubSpot found across go-to-market teams, in...

79% of Customers Would Ditch a Brand for a Faster Rival

Artificial intelligence has worked its way into nearly every stage of the consumer buying journey, yet the moment that wins or loses a sale still comes down to something simpler: speed. Most brands are too slow when it comes to...

Salesforce Puts $1bn Behind Agentforce in Italy, and One Number Tells the Real Story

Salesforce is spending $1 billion in Italy over the next five years. The money buys a new Milan office at Palazzo Missori, a hiring push in data science and deployment engineering, and a training programme called the Enterprise Architecture Academy....

Glia’s New AI Takes On Outreach Banks Can’t Do by Hand

Community banks and credit unions can now offload the outbound calls and texts they have never had the staff to make by hand, after Glia launched Glia AI Outreach, an automated voice and SMS tool that reaches customers about events...

What Anthropic’s Fable and Mythos Drama Really Means for Customer Experience Leaders

Anthropic’s Fable 5 and Mythos 5 AI models were suspended by the US government export control directive on 12 June 2026, following national security concerns. This was a first for any major AI lab. The shutdown has immediate implications for...

Digital Customer Engagement Essentials: The Strategy Layers that Customers Notice

The majority of brands think they’re doing a decent job with digital customer engagement. They’re embracing channels all over the place, jumping on social media, community forums, even things like RCS and WhatsApp. But for a lot of customers, the...

PwC Report Suggests Users With AI Skills Are at a Premium for Employers: Key Takeaways for CX and Contact Centre Teams

UK hiring for AI-related roles surged 61% over the past year, rising from 112,000 positions in 2024 to 180,000 in 2025, indicating the evolving skillsets are at a premium for many industries and businesses. This transpired even as overall job...

Salesforce Buys Fin for $3.6 Billion, Adding a Fast-Deploy Customer AI Agent to Agentforce

Salesforce has agreed to buy Fin, the AI customer agent company formerly known as Intercom, for about $3.6 billion, giving the CRM company a ready-made support agent to sell next to its own AI platform. The deal is expected to...

Impressive AI Chatbot Examples Leaders Should Learn From in 2026

There are two kinds of AI chatbot case studies circulating right now. The first makes you wince; a bot that confidently answers the wrong question, or stonewalls at the moment it matters most. The second actually teaches you something. That...

TELUS Digital and Cresta Team Up to Run AI and Human Agents Side by Side for Enterprise Clients

TELUS Digital and Cresta have agreed a partnership that makes TELUS Digital a preferred implementation partner for Cresta’s customer experience AI platform, giving enterprises a single route to deploy AI agents, augment human agents, and analyse every customer interaction. Enterprises that...

New 8×8 Capability Lets Contact Center Agents, Customers Speak Different Languages on the Same Call

When a customer phones a contact centre in a language the agent doesn’t speak, the usual outcomes are a transfer, a callback, or an abandoned call. 8×8 is endeavouring to cut that short, introducing live simultaneous voice translation to its...

Why Does One Patient Experience Strategy Fail Half Your Patients?

A single patient experience strategy can only ever please half a provider’s patients at once, because men and women want different things from their care, according to Alchemer’s 2026 Healthcare Experience Report. The feedback technology company found overall satisfaction at...