Customer Experience

Finance Leaders Admit Their Strategies Risk Trapping Vulnerable Customers in AI Doom Loops

Most senior decision-makers across UK financial services now accept that their own approach to artificial intelligence could harm the customers who depend on support the most. New research from ArvatoConnect, which surveyed 1,000 leaders across banks, insurers, fintechs, building societies...

The Best Customer Feedback Tools and VOC Platforms for Intelligent Listening

There’s still an odd habit happening among companies today. They ask customers for their opinions, then act confused when the answers pile up, but nobody does much with them. Sometimes the problem is simple; teams think they haven’t got enough data...

CXM Tech Stars Launches — Recognising the People Building the Future of CX Technology

Customer Experience Magazine is delighted to announce the launch of CXM Tech Stars, a new global recognition programme dedicated to technology innovators in the customer experience space. Remember CXM Stars? This one’s a bit different. While our previous CXM Stars focused...

ServiceNow to Elevate AI Governance With New Cognizant Neuro AI Trust Integration

Cognizant has announced the integration of its Neuro AI Trust platform with ServiceNow. It will combine ServiceNow’s AI Control Tower with Cognizant’s real-time assurance infrastructure. The result is designed to give enterprises a single environment in which AI governance is...

Salesforce Secures Big Win With New FIFA World Cup 2026 Agentforce Deal

FIFA has named Salesforce as an Official Tournament Supporter of the 2026 Men’s World Cup. Its Agentforce 360 platform and Slack will handle workforce coordination, tournament operations, and stakeholder engagement across both competitions. It will also be an official partner...

Generative vs Conversational vs Agentic AI: Which is Best for Your CX Strategy?

Most business leaders already know that they need some sort of AI in their customer experience strategy. In fact, about 91% say they’re under more pressure to deploy intelligent tools than ever. The tricky part is deciding which flavour works...

Sitecore Buys Scrunch to Fight for Brand Visibility Inside AI Answers

Digital experience software vendor Sitecore has acquired Scrunch, an AI customer experience platform that tracks how brands turn up inside AI-generated answers, in a deal aimed at one of the harder problems in marketing right now. Buyers research products, compare...

Zendesk Puts AI-Powered IT and CX Support Inside Microsoft 365

Zendesk has launched the Zendesk Support Assistant for Microsoft 365. Built on Microsoft Agent 365, it brings ticket resolution, issue escalation, and support workflow management directly into Teams, Outlook, Word, and the rest of the Microsoft 365 suite without requiring...

8×8 Launches Pulse to Turn Conversational Data Into Actionable Business Intelligence

8×8 has introduced 8×8 Pulse, a conversational intelligence solution designed to surface insight from the calls, emails, chats, and support interactions that businesses already generate, but rarely use systematically. The platform is built on what 8×8 describes as a native conversational...

When Patients Pick a Doctor, AI Beats Google and Word of Mouth

Choosing a doctor used to mean asking a friend, trusting a referral, or scanning an insurance directory. The decision has moved online, and patients increasingly hand the early research to a chatbot before they ever book an appointment. New data...

Autonomous AI Lost the Contact Centre to Humans and AI, Study Reveals

Across six customer-facing functions, enterprises have settled on the same answer to how they run service, and it is not what the autonomy narrative predicted. Human agents working with AI rank as the most-cited approach everywhere, from technical support to...

Sprinklr’s AI Is Hitting Every Number Except the One That Counts

Sprinklr’s first-quarter fiscal 2027 earnings call read like a vendor on a winning streak: AI revenue up 47% and containment rates above 90%. The company also signed the largest software deal in its history. Almost every number a vendor likes...