Customer Experience

The Best AI Copilots for Contact Centre Agents: Machine Colleagues that Support CX Teams

Customer service is in a weird place. AI is everywhere, so responses are faster, tickets move quicker, and 24/7 support is pretty much expected. Still, leaders continue to grapple with miserably low satisfaction scores, higher churn, and bigger acquisition costs. That’s...

The Ultimate Guide to Customer Contact Week Las Vegas 2026

Every June, the customer contact industry decamps to Las Vegas, and this year is no different. Customer Contact Week returns to Caesars Forum from 22 to 25 June, with over 300 speakers on the programme, and an expo hall full...

Zoom Brings UK Data Hosting to Its Contact Centre and AI Tools — and Isn’t Charging Extra for It

Zoom’s UK data infrastructure is operational. The company has launched regional hosting across more than twenty of its platform services. These include Zoom Contact Center, Zoom Phone, Zoom Virtual Agent, and its Workplace AI features. As a result, UK-processed customer...

Should Your AI Agent Get Its Own AI Agent? Decagon Thinks Yes

Your AI agent now has a colleague, and it is also an AI agent. Decagon’s new tool, Duet Autopilot, takes over the job a human team usually does on a customer-service agent, finding the faults, drafting the fixes, testing them,...

BT Taps Anthropic’s Powerful Project Glasswing to Harden UK Network Security and Secure Customer Engagement

BT has confirmed it is joining Anthropic’s Project Glasswing, becoming the first UK enterprise to publicly declare membership of the initiative. The announcement came at the UK Government’s AI Adoption Summit, where BT Chief Executive Allison Kirkby committed the company...

Some of Your Best New Subscribers Already Cancelled Once

When Meta recently attached monthly fees to premium tiers of Facebook, Instagram and WhatsApp, it took on a problem every subscription business already knows well. Persuading people to pay for what they once got free is hard enough, keeping them...

Meet Your New CX Editor

Every time you chase a missing parcel, extensively argue with an automated phone menu, or receive a follow-up email so perfectly timed it’s uncanny, you are living and breathing inside someone’s customer experience strategy. CX is not a vertical. It...

Agentic AI Is Outpacing the Proof It Works

Companies that succeed with agentic AI tend to share one habit. They rebuilt how they work before letting the technology run. That finding comes from research by enterprise software firm Pegasystems, which surveyed more than 500 business and IT decision makers...

Half a Million NHS Staff Are Getting Microsoft Copilot — How Might it Empower Their CX Teams?

NHS England announced this week that it will roll out Microsoft 365 Copilot to 505,000 clinicians and support staff. This follows what it describes as the largest AI trial of its kind in healthcare. A pilot involving 30,000 staff across 90...

Verizon CEO Just Said What the Contact Centre Industry Already Suspected About AI and the Workforce

Executives rarely admit in public what they might say in private about artificial intelligence and the workforce, especially contact centre roles. Dan Schulman, chief executive of Verizon, broke that convention at the Bloomberg Tech Conference in San Francisco on 4...

Microsoft’s New Always-On ‘Scout’ AI Agent Works While You’re on Calls

Microsoft used its Build 2026 developer conference to introduce something it is calling an Autopilot. This is a category of AI agent designed not to answer questions, but to keep work moving without being asked. The first example, Microsoft Scout,...

Mitel Targets the Communication Delays Slowing Healthcare Staff

Mitel has launched a healthcare communications portfolio built around clinical workflows, pulling bedside terminals, alarm routing, dispatch consoles, and contact centre tools into one stack aimed at hospitals. Hospitals run on tools built for offices, and often clinicians lose time working...