Customer Experience

Fresh ServiceNow and Salesforce Layoffs Coincide With Growing Focus on AI Productivity

ServiceNow and Salesforce are both making workforce reductions, with executives at each company increasingly highlighting AI as a driver of productivity and organisational change. The developments come as both vendors continue to invest heavily in AI-powered products designed to automate workflows,...

Your Customer Experience Roundup: Verizon Says the Quiet Part Out Loud, The Pricing Model Is Changing, and Your AI Agent Now Has an Agent

This week in customer experience, a telecom CEO said what most of his industry peers are thinking but declining to put on record; the earnings season continued its quiet argument for outcome-based AI pricing, and the contact centre software market...

The Gulf Customer Experience Awards 2026 Winners Are Revealed

On June 10, the Gulf’s customer experience community gathered in Dubai for the Gulf Customer Experience Awards 2026, an evening honouring the organisations and individuals raising service standards across the region. Finalists presented their work to an independent judging panel,...

No Seats, Just Outcomes: Adobe Quadruples CX AI Revenue and Overhauls How It Sells Agents

Adobe’s AI-first revenue inside its Customer Experience Orchestration business grew four times year-over-year in the second quarter of fiscal 2026, the company reported on its Q2 2026 earnings call. In the same quarter, Adobe moved its agentic CX system into...

Microsoft Adds Conversation Orchestration to Dynamics 365, Elevating Live Queue Intelligence

Microsoft has unveiled Conversation Orchestration, a new capability within the Service Operations Agent in Dynamics 365 Contact Center. Now in public preview. It continuously monitors and adapts customer conversations in real time using natural-language playbooks, rather than treating routing as...

Trust Leaves Luxury Brands the Moment the Human Touch Does

Luxury sells more than product. Customers pay a premium for the craft, the care and the confidence that someone will look after them long after they leave the store. New research from CX design consultancy Engine finds that too many...

The Best Customer Service Automation Software in 2026

Automation hasn’t broken customer service. The way most companies are deploying it has. The instinct is understandable. You can close tickets faster, deflect more calls, and reduce headcount pressure. However, speed without resolution is just friction on a faster track....

NiCE Rebuilds its CX Platform Around Agentic AI Instead of Tacking It On

NiCE has rebuilt its CX platform around agentic AI, treating the technology not as a feature added to its contact centre software but as the platform’s foundation. At NiCE World 2026 in Orlando, the company said NiCE Cognigy’s agentic AI...

What Is ChatGPT Saying About Your Brand? Sprinklr’s AI Visibility Tool Will Help You Find Out

Sprinklr has launched a tool that lets enterprises monitor how they appear in AI search results. It will also empower them, where necessary, to do something about elevating their brand visibility. LLM Insights, announced this week and now in limited preview,...

Customer Journey Management: The Discipline That Finally Makes CX Make Sense

Customers seem to be increasingly good at “teleporting” lately. Or at least, it feels that way. Most of the time, they walk into your company’s contact list through one door, and end up somewhere else entirely. They spot a product...

Oracle Earnings CX Analysis: AI, Cloud Ambitions Boom With Over 1,000 Agents Deployed Across App Suite

Oracle’s fourth quarter was, certainly, a busy one, as its investment in cloud and AI infrastructure continued to boom, underpinning its long-term CX strategy. Over 300 Fusion customers went live during the period, among them Westfield Insurance on Fusion ERP, Piraeus...

Microsoft AI Boss Dials Back Prediction that AI Will Displace White Collar Jobs

When Mustafa Suleyman told the Financial Times in February that AI would reach “human-level performance on most, if not all, professional tasks” within 12 to 18 months, it made uncomfortable reading for anyone running a contact centre workforce. The Microsoft...