Customer Experience

Airbnb Claims “Best AI Self-Solve in All of Travel” After AI Resolves 40% of Customer Issues

Airbnb’s AI assistant now resolves over 40% of customer issues without a human agent, up from roughly a third in Q4 2025. During the company’s Q1 2026 earnings call, CEO Brian Chesky described the tool as “by far the best AI...

Parloa Locks In SAP Partnership to Run AI Agents Inside Service Cloud

AI agents provider Parloa has expanded partnership with SAP to embed its AI agents into SAP Service Cloud, giving enterprises a way to handle customer interactions with more context, continuity, and automation than most standalone systems currently allow. The deal follows...

Preparing Data for Predictive CX and AI: Building the Infrastructure Behind Anticipatory Customer Experience

Most companies are making the same mistake these days by investing more money into AI, automation, and analytics, before they’re actually ready for any of it. As a result, most innovation experiments aren’t paying off like leaders had hoped they...

Vapi Raises $50M to Bring Human-Quality Voice AI to Enterprise Contact Centres

Voice AI platform Vapi has closed a $50 million Series B round after surpassing one billion calls on its platform. The funding round was led by Peak XV with participation from a number of investors, including M12, Microsoft’s Venture Fund....

Most Service Leaders Are Expanding Agent Responsibilities, Not Cutting Jobs, Gartner Finds

Sky cut 2,000 contact centre roles last year as part of an AI-led restructuring. Salesforce has tied workforce attrition directly to automation gains. However, a new Gartner survey suggests these high-profile cuts do not represent the majority response. Of 321...

Quiq Adds Voice AI to Target the Messy Reality of Scaling CX Automation

Enterprise agentic AI platform Quiq has launched Voice AI and advanced its platform to help organisations move from standalone AI experiments to full-scale, production-grade deployments across the customer journey. The company also unveiled a new brand identity to accompany the...

Cavell Launches CX Summit for the Communications Channel

Cavell has announced the launch of the Cavell CX Summit 2026, a new standalone event focused on customer experience (CX), contact centres, CCaaS, and AI-driven customer engagement for service providers, MSPs, channel partners, and technology vendors. Taking place on Tuesday, 16th...

RingCentral to AI Purists: You Still Need Humans and We’ve Got the Platform to Prove It

RingCentral ended the Q1 2026 with more than 11,800 paying customers for its AI Receptionist (AIR) product, a 40% increase from the previous quarter, as the company doubles down on what CEO Vlad Shmunis calls a “hybrid human-in-the-loop” approach to...

NPS and eNPS, Not NPS vs eNPS: Why You Need a Holistic View of Net Promoter Score

Net Promoter Score (NPS) is consistently one of the most popular customer experience metrics out there. It’s easy to track, simple to read, and it’s actionable. As soon as NPS drops a couple of points, everyone jumps into action, trying...

Britain’s Favourite Way to Complain Is No Longer a Phone Call

Understanding how customers want to be contacted has become one of the most consequential questions in customer experience. Get it wrong, and organisations risk losing people before an interaction even begins. Get it right, and the returns show up in...

NiCE Is Discounting Its CCaaS Products to Lock Customers Into Long-Term AI Contracts

NiCE has reported Q1 2026 results, with CEO Scott Russell and CFO Beth Gaspich spending much of the earnings call explaining a commercial strategy that tells a bigger story about where the contact centre market is heading. The company is...

Cemantica Acquires Luminoso to Add Natural Language Intelligence to Its Journey Platform

Cemantica has acquired Luminoso, a Boston-headquartered natural language understanding and experience analytics company, in a deal that brings text analytics capabilities into Cemantica’s Journey Value Management Platform (JVMP). The Paris-based SaaS provider announced the acquisition as a way to strengthen how...