Customer Experience

ServiceNow Goes All In on Autonomous Enterprise AI at Knowledge 2026

ServiceNow announced its most ambitious set of enterprise AI releases to date at its annual Knowledge 2026 event in Las Vegas. A new unified AI experience called ServiceNow Otto, an expanded Autonomous Workforce of AI specialists, and a significantly upgraded...

Genesys Partners With Meta to Unify Voice, Messaging and AI Inside WhatsApp

Genesys has partnered with Meta to enable organisations to manage voice, messaging and AI-powered engagement inside WhatsApp through the Genesys Cloud platform. Customers will be able to switch between text-based conversations and live voice calls without leaving WhatsApp, removing the...

The Best No-Code AI Agent Builders and No-Code AI Platforms for CX Teams

Right now, every company is facing serious pressure to deploy AI solutions fast, particularly for customer service. Gartner even says over 90% of leaders are feeling the heat from executives. The trouble is that many companies don’t really have the resources...

Ocado’s AI Service Bet Delivers Faster Support With the Human Touch  

For years, customer service leaders have faced a familiar trade-off: improve service quality, or reduce cost. Doing both at once has proved far harder. In a recent webinar, I welcomed Dan Elton, Chief Customer Officer, Ocado and Suveer Kothari, Head of...

When Your Customer Is a Machine, Who Answers the Survey?

Voice of the Customer (VoC) software companies have enjoyed a comfortable arrangement over the last few years. Brands pay six- and seven-figure annual licences to collect feedback, run sentiment analysis, and produce dashboards that tell senior leaders what their customers...

Genesys Cloud Copilot Turns One Request Into a Multi-Agent Workflow

Genesys has launched Genesys Cloud Copilot, an AI assistant that lets supervisors, administrators and analysts complete operational tasks through natural-language conversation inside the Genesys Cloud platform. The tool works by interpreting user requests and delegating them to purpose-built AI agents, each...

The Best Predictive CX Tools: 8 Solutions That Prevent Customer Problems

The days of reactive CX are dead and gone. Responding “quickly” to a problem isn’t good enough anymore, not when customers know we could be using AI tools that can spot issues coming from a mile away. The challenging part...

Five9 Reports $125 Million AI Run Rate, New CEO Pushes ‘Humantic’ Vision for CX

When AI automates a contact centre interaction, the budget that paid for the human agent does not disappear. According to new Five9 CEO Amit Mathradas, speaking during his first full earnings call, it gets redirected into software, platform tools, and...

What is Experience Management? The Truth About the Future of “XM” in the Enterprise

“Experience” is one of those deceptively simple words that ends up deciding a company’s fate. Customers might buy because of price or features. They stay, or leave, based on how the interaction felt. Was signing up easy? Did support solve the...

RingCentral Launches RCS Branded Messaging, Expands AI Receptionist Across Voice and SMS

RingCentral has announced a set of product updates to help businesses communicate with customers through verified, branded channels and AI-powered automation. The rollout includes Rich Communication Services (RCS) with branded messaging, an expansion of its AI Receptionist (AIR) into SMS...

Microsoft: Customer Service Becomes Testing Ground for Hybrid AI Pricing as Copilot Crosses 20M Seats

In its Q3 FY2026 earnings call, Microsoft identified customer service as the first enterprise category to adopt a hybrid pricing model where AI agent usage is billed on top of traditional per-seat licences. Microsoft Is Changing the Way It Charges for...

How to Build a Human-Centric AI Strategy That Really Works for Customers and Employees

The results of AI in customer experience are hard to argue with. Service costs fall, personalisation sharpens, and teams catch problems before customers notice them. But every time another bot appears in the journey, the same question resurfaces: are companies...