Customer Experience

SoundHound AI to Acquire LivePerson to Unify Voice and Digital Customer Engagement

SoundHound AI has agreed to acquire LivePerson, the enterprise conversational AI company, in a deal that will combine the companies’ voice and digital AI capabilities into a single omnichannel platform. The transaction unites SoundHound’s proprietary voice and agentic AI technology with...

Engine and Adoreboard Partner to Make Every Trust Failure Financially Visible

CX consultancy Engine has announced a partnership with Belfast-based AI firm Adoreboard that introduces a new Trust Audit capability, designed to map customer journeys through the lens of trust and attach a financial cost to every failed experience along the...

A Week in Data Breaches: Rituals, Citizens Bank and More

Another week, another string of data breaches that serve as a reminder of just how vulnerable customer and citizen data remains across industries. From cosmetics memberships to banking records and half a million people’s medical histories, the past seven days...

Synthflow AI and 8×8 Join Forces to Bring Voice AI Agents Into Enterprise Contact Centres

Synthflow AI, an enterprise AI agent platform that automates customer conversations across voice, chat and digital channels, has partnered with 8×8 to embed next-generation conversational AI into the 8×8 Contact Center. The integration connects Synthflow’s AI agents directly into 8×8’s contact...

Customer Churn Prediction: You Can Stop Customers from Churning Before It’s Too Late

Business leaders often look at customer churn in two ways. They either assume it’s inevitable, so they stop trying to do anything about it, or they treat it as an unexpected accident they could never have seen coming. Neither belief...

PolyAI Launches Agent Development Kit to Give Developers Full Control Over CX AI

PolyAI has launched its Agent Development Kit (ADK), a new way for teams to build, deploy, and continuously improve AI agents for customer service. The company says the ADK removes the constraints that have kept developers locked inside vendor-controlled interfaces,...

CX Vision 2035 – THE Event to Cater for the Next Decade of CX

The CX event landscape has become me-too, stagnant, and often fails to arm CX professionals with the right tools and know-how to manage the future of customer behaviour and engagement. CX Vision 2035 launches this November at Wembley Stadium with...

U.S. CX Benchmarks Q1 2026: Tech Brands Set the Standard While Banking Loyalty Keeps Falling

Technology companies now outperform every other U.S. industry in customer loyalty, satisfaction and ease of interaction, while banking and credit unions have fallen to the bottom of all three customer experience metrics for the second consecutive quarter. The findings come...

Adobe Summit: Adobe’s CX Enterprise Hands the Keys of Experience Orchestration to AI Agents

Adobe has introduced CX Enterprise, an end-to-end agentic AI system designed to unify how businesses manage the full customer lifecycle, from acquisition and engagement through to conversion and long-term loyalty. The announcement, made at Adobe Summit alongside a suite of connected...

Proactive Customer Communication Use Cases: When Companies Need to Reach Out Before Customers Ask

Most customers (87%) would rather hear from a company before a problem surfaces than have to flag it themselves. The expectation doesn’t stop at issue resolution. People want to be told about new products, policy changes, and relevant offers without...

98% of Consumers Refuse to Buy From AI-Recommended Brands Without Checking Them First

Brands across every industry are racing to get recommended by AI tools like ChatGPT and Google Gemini, treating AI visibility as the next frontier in customer acquisition. However, new research suggests that earning an AI recommendation may be the easy...

The Agentic AI Deployment Guide for CX Leaders: How to Deploy AI Agents Safely

For a technology that everyone says is going to run “entire service workflows” pretty soon, agentic AI still feels quite experimental. Most companies are investing, but it’s slow. Depending on who you ask, anywhere from 62-75% of companies are still...