Today’s pick

Should Your AI Agent Get Its Own AI Agent? Decagon Thinks Yes

Your AI agent now has a colleague, and it is also an AI agent. Decagon’s new tool, Duet Autopilot, takes over the job a human team usually does on a customer-service agent, finding the faults, drafting the fixes, testing them,...

Verizon CEO Just Said What the Contact Centre Industry Already Suspected About AI and the Workforce

Executives rarely admit in public what they might say in private about artificial intelligence and the workforce, especially contact centre roles. Dan Schulman, chief executive of Verizon, broke that convention at the Bloomberg Tech Conference in San Francisco on 4...

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...

Your Employee Experience Roundup: World Cup Flexibility, Microsoft’s Slipping Manager Support, and a Frontline Rethink

What employee experience news caught our attention this week? An internal Microsoft employee survey finds manager support on a downward slope, and CEO confidence in the economy has tumbled in Q2. Also, in an effort to stop organisations lumping billions...

UK’s HMRC to Modernise its Contact Centre With Capgemini, NiCE, Route 101 Partnerships

The UK’s HM Revenue & Customs (HMRC) has confirmed a multi-year contract with Capgemini, working alongside NiCE and Route 101. The shared ambition is to replace its legacy contact centre infrastructure with a unified, cloud-native platform. The work will consolidate...

Microsoft’s Internal Survey Data Reveals Deterioration in Manager Support – Just as AI Raises the Stakes

Big shifts are happening within Microsoft – and they are changing how the software giant’s employees feel at work. According to the recent results of Microsoft’s internal survey, obtained by Business Insider, the company’s workforce feels more energised to do meaningful...

Zoom Launches ZoomMate, an AI Assistant That Picks Up Where Your Meeting Leaves Off

Zoom has launched ZoomMate, an agentic AI work surface that carries a meeting’s decisions through to finished work inside the tools where teams already operate, from Salesforce and Jira to Slack and ServiceNow. The product builds on the system of...

Why the UKEXA 26 Finals Day Is Unlike Any Awards Experience You’ve Had Before

For most awards programmes, entry and recognition happen in separate worlds. You submit your work, wait, and – if you’re lucky – collect a trophy a few months later. The UK Employee Experience Awards (UKEXA) 2026 is doing something different. This year, for...

Salesforce’s AI Agents Now Handle Double the Volume of Its Human Ones

Salesforce posted record revenue of $11.13 billion for its first fiscal quarter of 2027, up 13% year over year. Agentforce annual recurring revenue crossed $1 billion for the first time, reaching $1.2 billion, up 205% year over year, and the...

Gartner’s 2026 CPaaS Magic Quadrant: Five Leaders, Agentic AI, and a Security Reckoning

Gartner’s 2026 Magic Quadrant for Communications Platform as a Service (CPaaS) evaluates 14 vendors in a category that has outgrown its origins as a developer toolkit for programmable SMS and voice. AI capabilities, security posture, and support for autonomous agent...

Engage Employee Summit 2026: More Listening, Less Friction and Leaders Getting Vulnerable

On 20-21 May, Engage Employee Summit 2026 brought together practitioners from across HR, employee experience, internal communications and people strategy. Across the two days, there was very little theory, and a lot of accountability. At a time when many events...

Microsoft’s AI Chief Says AI Will Replace White-Collar Workers in 18 Months

Mustafa Suleyman, chief executive of Microsoft AI, told the Financial Times in February that most white-collar work would be fully automated within 12 to 18 months, which generated the usual cycle of alarm and counter-argument. Now, the headlines are circulating once again,...