Today’s pick

Retail vs. Healthcare vs. Tech: How CX Challenges Differ Across Industries (And What We Can Learn)

The CX profession loves universal principles: journey mapping, closing the loop, and proving ROI. But spend time with leaders actually doing the work, and the industries that share the same language are fighting very different battles underneath. Here’s what three...

When Reassurance Matters More Than Convenience   

What healthcare reveals about why small interactions – not just journey maps -shape trust, confidence and experience. By Tom Boyle, Head of Digital Comms, NHS Working at the intersection of communication technology and healthcare services, I often see how small interactions shape...

Nvidia Fuels Next Generation of Autonomous Agents Across CX Industry

Nvidia is accelerating the move towards autonomous AI agents through partnerships with leading CX and enterprise platforms, including Adobe, Cisco, SAP, Salesforce and ServiceNow. Its newly launched NVIDIA Agent Toolkit is designed to help organisations build AI agents that can...

Banking Glitch and Health Data Leaks Draw Regulatory Attention and Calls for Accountability

A technical fault at Lloyds Banking Group briefly exposed customers’ financial transactions to other users, while a Guardian investigation revealed that health records from UK Biobank had been leaking onto public platforms for years, two incidents that have put institutional...

Adobe CEO Steps Down as Record Results Fail to Calm Investors

Adobe chief executive Shantanu Narayen announced his departure on Thursday, the same evening the software giant posted record first-quarter results. The news landed against an already difficult backdrop, with the stock down around 23 per cent in 2026 amid persistent...

New Mitel Launches Deliver Communications that Work for Everyone

Mitel has launched two interconnected products to extend enterprise-grade communications to every worker in an organisation, not only those behind a desk. The company announced Mitel Workforce Experience (MWX), a next-generation communications app framework, alongside Mitel Edge, an on-site intelligent communications...

Salesforce Launches Agentforce Contact Centre: AI, Voice & CRM Finally Unified in One CCaaS Platform

Salesforce has made its boldest move yet into enterprise customer service, launching a fully native contact centre platform that fuses AI agents, live voice, digital channels, and CRM data under one roof. Here is what it means for businesses, buyers,...

Five Women on What CX Stands to Lose in 2026

In recognition of International Women’s Day 2026, we asked five leading voices from the CXM Stars 2026 programme to name the challenge that is defining their work this year. Spanning Kenya, Georgia, and the UK, their answers cut to the...

How Generative UI Could Meet Rising Employee Expectations

Consumer AI has raised the bar. Employees who use tools like ChatGPT or Gemini at home now sit down at their work computers and feel the gap immediately. According to a recent article by Jonathan von Rüden, Chief AI Officer...

Consumers Are Less Forgiving of AI Mistakes Than Human Ones, Medallia Report Reveals

Customer experience teams are deploying artificial intelligence at a pace that would have seemed ambitious just two years ago. Most have measurable goals for it, and many are embedding it directly into customer-facing interactions. What the latest data suggests, however,...

The International Customer Experience Awards (ICXA) 2026 Is Open for Entries!

The International Customer Experience Awards (ICXA) has officially opened entries for its 2026 edition, and the programme is shaping up to be its most expansive yet. Organisations from across the world now have the opportunity to put their CX work...

AI Turned Phone Fraud into an Arms Race the Carriers Are Losing

A 90-year-old woman received a call from her grandson asking for money. Except it was not her grandson but an AI-generated clone of his voice. She stopped answering the phone alone for months. Her story is one of millions. Hiya’s State...