Digital Experience

Pegasystems CEO: Vendors Releasing Unpredictable AI Agents Shows a ‘Philosophy of Madness’

The CX and enterprise tech space more broadly is currently gripped by an obsession with scale. Major vendors are envisioning a future populated by tens of thousands of autonomous digital workers. Yet behind the promotional push for independent AI agents,...

Digital Employee Experience: The Executive Guide to Productivity, Retention, and Growth

Most of us don’t think about the tech we use at work until it fails us. Usually, it’s the little things stacking up: a slow laptop, calls that keep dropping, or an HR system that makes it impossible to swap...

Amazon Is Investigating the Engineers Who Testified Against Its Data Centres

Amazon is investigating three of its engineers after they testified before the Seattle City Council last month in support of a moratorium on new AI data centre construction. This is a move the employees’ lawyers say violates a local ordinance...

Salesforce and Databricks Partner to Elevate Cross-Platform Data Governance Guardrails for AI

Salesforce and Databricks have announced an expansion of their strategic partnership. It introduces cross-platform data governance AI capabilities aimed at keeping corporate data secure as businesses deploy autonomous agents. The updates build upon the companies’ existing “Zero Copy” architecture. This allows...

PwC Report Suggests Users With AI Skills Are at a Premium for Employers: Key Takeaways for CX and Contact Centre Teams

UK hiring for AI-related roles surged 61% over the past year, rising from 112,000 positions in 2024 to 180,000 in 2025, indicating the evolving skillsets are at a premium for many industries and businesses. This transpired even as overall job...

Microsoft AI Boss Dials Back Prediction that AI Will Displace White Collar Jobs

When Mustafa Suleyman told the Financial Times in February that AI would reach “human-level performance on most, if not all, professional tasks” within 12 to 18 months, it made uncomfortable reading for anyone running a contact centre workforce. The Microsoft...

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...

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...

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...

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,...

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...