Customer Experience

Over Half of Brands Have Deployed Agentic AI but Reserve It for the Simplest Tasks, Infobip Finds

Enterprises have raced to deploy agentic AI, yet the technology rarely reaches the customer journeys that carry the most value. Where brands have switched it on, it mostly handles low-stakes triggers like notifications and identity checks, while the involved, multi-step...

Front and Zoom End the Tab-Hopping Behind Every Customer Call

Shared-inbox platform Front has launched an integration with Zoom Contact Center that pulls inbound and outbound calls, voicemails, and SMS into the same workspace teams already use for email and chat. The customer operations platform announced the tie-up to keep...

Financial Cooperative Desjardins Gave Its Advisors a CRM Shared Memory With Microsoft Dynamics 365, and Customers Noticed

North America’s largest financial cooperative spent years hearing the same complaint: members were repeating themselves. At every touchpoint, whether branch visit, call centre, or online enquiry, the context from the last conversation had evaporated. Staff weren’t indifferent; it was just...

The EU Wants to Make It Easier to Leave AWS and Azure, Targets Amazon and Microsoft’s Cloud Units Under New ‘Gatekeeper’ Regulations

The European Commission moved last week to designate Amazon Web Services and Microsoft Azure as “gatekeepers” under its new Digital Markets Act. This is the first time the EU’s competition framework has reached cloud infrastructure rather than consumer-facing platforms like...

Sanas Opens Its Speech AI to Developers and Small Businesses

Sanas has expanded its real-time speech platform and opened it to developers and small businesses for the first time. The Palo Alto firm built its name on Universal Accent Translation, which transforms a speaker’s accent in real time without altering their...

Your Customer Experience News Roundup: Oracle’s SEC Filing Names AI in 21,000 Cuts and the Contact Centre Gets a Platform War

This week in customer experience news, Oracle became the first major tech company to attribute workforce reductions to AI in a regulatory filing, a quiet arms race over contact centre workforce management tools broke into the open with launches from...

8×8 Thinks Call Routing Has Been Broken for Decades. Its New AI Intelligent Routing Service Aims to Fix It

Skills-based call routing has been the backbone of contact centre operations for the better part of thirty years. An admin assigns skills to agents; those skills are periodically updated; incoming interactions are matched to the best available fit from the...

How to Analyse Customer Feedback with AI

Most companies genuinely believe they’re listening, and to be fair, they’re putting in the effort. CSAT scores get reviewed obsessively. Surveys go out on schedule. Social comments, Reddit threads, and reviews get monitored. The problem is that all of this...

How HR Tech Improves CX: Fixing Workforce Instability at the Source

Most business leaders still have a narrow idea of what hurts customer experience. They tend to assume that if customers complain about a support interaction, the problem comes from something obvious, like a broken tool or an employee making a...

Salesforce Unveils Help Agent With Outcome-Based Pricing, Only Gets Paid When Its New AI Works

Salesforce has launched Agentforce Help Agent, a pre-packaged autonomous customer service agent that organisations can deploy across voice, web, portal, and messaging from a single setup screen. Interestingly, customers will only pay, under a new pricing model, when it resolves...

AI Promised Faster Marketing. Now Campaigns Requires More People Than Ever

AI was sold to marketers as a way to do more with less. Yet most marketing leaders now say a single campaign pulls in 10 or more people, and for many that figure runs past 20, according to research from...

The Bill You Can’t Budget: How AI Is Rewriting the Rules of CX Procurement

The seat-based SaaS model was, whatever its limitations, legible. A contact centre bought licences, counted users, and planned around headcount. Procurement teams knew the unit. Finance could model it. Vendors and buyers, however unequal their footing, at least shared a...