Digital Experience

The Carbon Cost of Cleverness: How the AI Boom is Busting Your Green Balance Sheet

Why Did Microsoft’s Carbon Emissions Blowout by 25%?   The physical cost of AI is now strikingly apparent. According to Microsoft’s newly published 2026 Environmental Sustainability Report, the tech giant’s total greenhouse gas emissions surged by 25% in its 2025 fiscal year....

You Can Now Deploy Zoom’s AI Virtual Receptionist Across Your Telephony Stack

Zoom has announced a standalone version of its Virtual Agent (ZVA) Receptionist, its AI tool that answers, greets and routes inbound calls. The collaboration and contact centre titan has detached ZVA Receptionist from Zoom Phone entirely. Where it once only worked...

Slackbot Can Now Run Your CRM Thanks to New Salesforce MCP Servers

Salesforce has switched on a set of dedicated Model Context Protocol (MCP) servers that connect Slackbot, its AI agent built into every Slack workspace, directly to CRM records, Tableau analytics, Data 360 customer profiles and Agentforce agents. Users can now ask...

Human and AI Workforce Management: Why Managing Hybrid Human and AI Teams Changes Everything

Like it or not, AI colleagues have officially become a real part of the workforce. We’re not just using AI tools any more; we’re delegating the same tasks to AI assistants that human beings have been tackling for years. Gartner thinks...

SAP Confirms Dremio Acquisition, Powering AI Agents With Its Data Lakehouse Platform

SAP confirmed this week that it has closed its acquisition of Dremio, the data lakehouse specialist it first agreed to buy back in May. Terms weren’t disclosed, and the transaction had been sitting through regulatory review since. The logic behind...

Copilot Now Has to Earn Its Keep, Microsoft Tells Staff, as Fresh Round of Layoffs Expected

Microsoft has told the 11,000 people working on Copilot that the product needs to “earn the right to exist.” The line comes from an internal memo written by Jacob Andreou, the Executive Vice President who took charge of Copilot in...

The phone line that hung up on customers — and the voice AI that fixed it in a day

Reporting live from CCW Las Vegas, CXM’s David Dungay sat down with Kyle Johnson, Chief Communications Officer at Nellis Auction, and Hakob, CEO and Founder of voice AI platform Synthflow, to talk about one of the fastest, least painful AI...

Cisco’s AI Agent Rollout Lands the Same Month as Layoffs

Cisco is giving every one of its roughly 90,000 employees a personalised AI agent from the end of July 2026. In the same window, the company has said it will cut close to 4,000 jobs globally as part of an...

What the Workday Ruling Means for AI Hiring Discrimination

A US court has refused to throw out landmark claims that Workday’s AI screening tools discriminate against job applicants. The questions it raises reach any organisation that lets software decide who gets seen in the hiring process. On 22 June, a...

Accenture and ServiceNow Want to Make Cybersecurity Legacy Platform Migration Less of a Nightmare Through AI

Accenture and ServiceNow have launched a joint cybersecurity offering combining managed security services with an AI tool for migrating off legacy risk platforms. It tackles a problem most organisations know intimately. The security platform everyone’s stuck with because nobody wants...

The EU Wants to Make It Easier to Leave AWS and Azure, Targets Amazon and Microsoft’s Cloud Units Under New ‘Gatekeeper’ Regulations

The European Commission moved last week to designate Amazon Web Services and Microsoft Azure as “gatekeepers” under its new Digital Markets Act. This is the first time the EU’s competition framework has reached cloud infrastructure rather than consumer-facing platforms like...

New York Mets Tap Cresta to Run Ticketing With Conversational AI

Cresta has announced a partnership with the New York Mets that brings conversational AI into the baseball franchise’s ticketing operations and fan service. The deal gives one of the most followed teams in Major League Baseball a set of AI...