Customer Experience

Inauthentic Experiences Break Trust, New Survey Finds

Consumers are not rejecting AI in marketing and customer care, but they are demanding honesty about how and when it is being used. Emplifi’s new Digital Authenticity in the Age of AI report examines how people perceive brand authenticity as AI...

Agentic Commerce and AI Security among 2026’s Most Investable Emerging Technologies

Agentic commerce, AI security and trust technologies, and frontier AI models will produce returns for enterprises within two years, according to new research from Forrester that identifies the ten emerging technologies most likely to deliver value across short, medium, and...

Krisp Expands Accent Conversion to British English, Targeting UK-Facing Offshore Operations

Krisp has added British English output to its AI-powered Accent Conversion technology, allowing agents based in India, the Philippines, Pakistan, the US, Africa, and the Middle East to have their speech converted to natural-sounding British English in real time. The...

31% of Contact Centre Agents Plan to Quit Within Six Months

The acceleration of AI across customer service has generated no shortage of vendor optimism about what contact centres could look like in the near future. Meanwhile, the agents working in those contact centres today are answering a different question altogether....

Booking.com Confirms Data Breach as Hackers Target Customers with Phishing Scams

Booking.com has confirmed that unauthorised third parties accessed customers’ personal data, with evidence already emerging that the stolen information is being weaponised in targeted phishing attacks against travellers. The global travel platform began notifying affected customers last week, sending emails disclosing...

Customers Don’t Shop the Way Analytics Says They Do

Think about the last considered purchase you made online. Chances are you did not arrive at a product page, read the description once, and buy. More likely, you searched, clicked around, closed the tab, came back a day later, added...

Airship’s AI Agent Fleet Is Growing. Can Multi-Agent Promises Hold Up to Enterprise Reality?

Airship announced a significant expansion of its AI Agent Fleet, introducing the new Campaigns AI Agent alongside enhancements to several existing agents. The mobile-first CX company is pitching the fleet as the world’s first grounded, tested, and trained multi-agent system...

Oracle Launches Fusion Agentic Applications for CX as Expectations Shift

Oracle has launched Fusion Agentic Applications for customer experience. The new category of enterprise software is designed to move beyond supporting sales, service, and marketing teams to actively driving outcomes on their behalf. Announced at the Oracle AI World Tour...

Sprinklr’s AI Innovations Reflect Demand for More Reliable Automation

Across the CX technology market, vendors are under growing pressure to build AI that can justify its outputs, not just produce them. With the gap between AI investment and impact remaining wide, enterprise buyers are asking harder questions about governance...

McKinsey Uncovers Lessons on Customer Engagement from Asia

Asia is quietly rewriting the rules of customer engagement, and the lessons it offers have never been more important for Western brands. A new McKinsey report has identified six business model archetypes piloted across Asian markets generating growth rates well...

Will AI Replace Contact Centre Agents? No, But It’s Going to Change the Job

Fears about AI tools replacing humans have been building up for a while now. AI comes bundled into virtually every CX platform and tool. Companies like NiCE, Genesys, and Dialpad already think agentic AI is running the contact centre. Some companies,...

HubSpot’s TikTok Integration Puts Customer Context Behind Every Ad

HubSpot has brought TikTok natively into its Marketing Hub, giving marketers the ability to manage campaigns, schedule content, and measure performance across both paid and organic TikTok activity inside a single platform. The integration is built around what HubSpot describes...