Today’s pick

Parloa Study: Speed Is the Name of the CX Game in 2026

Customers will give an automated service system only a few minutes to prove itself before they give up, and the brands that lose that race are losing customers to faster rivals, according to the inaugural Parloa Consumer Patience Index, a...

Zoom Elevates Its Virtual Agent Contact Centre AI Platform With a Proper Feedback Loop

Zoom has updated Zoom Virtual Agent with tools for generating, testing, and optimising AI-powered customer service agents. This adds measurement and performance capabilities to its AI contact centre platform that, until now, was arguably stronger on deployment than on what...

CX Voices: Why the NHS Must Rethink How It Talks to Patients with Tom Boyle

For the first time in history, four generations share the same workforce. They are also sharing the same waiting rooms. Yet the NHS still defaults to the letter and the phone call. In the latest episode of CX Voices, Katie...

Your Customer Experience News Roundup: Anthropic’s Models Go Dark, Salesforce Has a Busy Week, and 79% of Your Customers Won’t Wait

This week in customer experience news, a US government export control directive pulled the most advanced AI models on the market from enterprise customers mid-deployment. Meanwhile, Salesforce acquired a colossal business, expanded a major data partnership, and shipped a general...

The Future of CX: Where VoC Goes from Here

In this interview, CXM sat down with Carlos Espinosa, Executive Chairman of Clientship, to talk about the future of Voice of the Customer (VoC) and his company’s plans to approach things differently. The State of VOC Today: An Honest Assessment The honest...

Knowing a Brand No Longer Means Choosing It

For as long as marketing has had a budget, the theory held firm: recognition does the heavy lifting. Get a customer to know your brand, trust it, and recall it at the moment of need, and the purchase tends to...

Only a Quarter of Today’s Multigenerational Workforce Collaborates Well – and AI Is Widening the Gap

Only 26% of employees experience real ‘generational synergy’ in their jobs. The other three in four work somewhere that has not established how generations learn from one another. These findings come from O.C. Tanner’s first annual State of Generations at Work report. Generational...

What Anthropic’s Fable and Mythos Drama Really Means for Customer Experience Leaders

Anthropic’s Fable 5 and Mythos 5 AI models were suspended by the US government export control directive on 12 June 2026, following national security concerns. This was a first for any major AI lab. The shutdown has immediate implications for...

Your Customer Experience Roundup: Verizon Says the Quiet Part Out Loud, The Pricing Model Is Changing, and Your AI Agent Now Has an Agent

This week in customer experience, a telecom CEO said what most of his industry peers are thinking but declining to put on record; the earnings season continued its quiet argument for outcome-based AI pricing, and the contact centre software market...

Your Employee Experience Roundup: The AI Efficiency Pushback, Forrester’s Sobering EX Data, and 61% Cover Their Backs At Work

This week in employee experience, the rush to make short-term AI efficiency gains saw pushback at the Festival of Work 2026, where speakers urged organisations to adopt a more people-centric approach to AI. Meanwhile, fresh Forrester data shed light on how...

Festival of Work 2026 Takeaways: The Efficiency Obsession With AI Is Backfiring

Peter Cheese opened the Festival of Work 2026 with a memorable comment that set the tone for the rest of the event. The pace of change has never been faster, he told the audience in his final address as Chief...

Oracle Earnings CX Analysis: AI, Cloud Ambitions Boom With Over 1,000 Agents Deployed Across App Suite

Oracle’s fourth quarter was, certainly, a busy one, as its investment in cloud and AI infrastructure continued to boom, underpinning its long-term CX strategy. Over 300 Fusion customers went live during the period, among them Westfield Insurance on Fusion ERP, Piraeus...