Today’s pick

Why Are 75% of Employees Still Waiting to Feel Appreciated in 2026?

Businesses obsess over customer experience, invest heavily in digital transformation, and spend years refining their culture programmes, yet somehow continue to overlook the most fundamental thing their employees are asking for: to feel appreciated. New research from Achievers Workforce Institute...

Google and Klaviyo Partner to Turn Search Queries into Real-Time Customer Conversations via RCS

Google and Klaviyo have announced a strategic partnership that lets consumers chat directly with a brand from a Google Search result, without visiting a website or downloading an app. The deal brings together Google’s search and advertising reach with Klaviyo’s customer...

Zoom Unveils Virtual Agent 3.0 to Combat Customer Issues

Customer experience leaders are increasingly judged on how completely they solve problems, not just how quickly they respond. Zoom’s new Virtual Agent 3.0 is pitched directly at what it calls the “resolution economy”, where first-contact resolution, reduced repeat contacts, and...

Salesforce Continues AI Drive with Momentum Acquisition

Salesforce’s latest acquisition is a clear demonstration of its conviction in its AI solutions, most notably Agentforce. With shares sliding over the past year and speculation around valuation intensifying, however, questions remain about whether this aggressive expansion is courageous or...

The Winners Revealed! 150 CXM Stars in 2026

The votes are in, the judges have deliberated, and the results are finally here! We’re delighted to unveil the CXM Stars 150 winners for 2026 — celebrating the most dynamic, impactful, and inspiring customer experience leaders and influencers from around...

NiCE Says Agentic AI Is Already Running the Contact Centre

NiCE has published “the industry’s first” data-backed look at agentic AI deployments in production. The contact centre software giant recently released The Agentic AI CX Frontline, a research report drawing on large enterprises across North America and Europe, each handling...

Financial Institutions Not Using AI Are (Almost) Extinct

The era of AI-free banking is effectively over, and it seems like the industry has crossed a point of no return. What began as cautious experimentation just a few years ago has transformed into an industry-wide revolution that’s fundamentally changing...

Anthropic Pokes Fun at OpenAI Over Upcoming Ads in ChatGPT

In a high-stakes marketing battle that unfolded during the Super Bowl, Anthropic launched a campaign directly mocking its rival OpenAI’s decision to introduce advertisements into ChatGPT, setting off one of the most public feuds yet in the artificial intelligence industry. The...

Enterprise Connect 2026 – UC, CX, and AI Strategy Come Together

As enterprise communications and customer experience continue to evolve at speed, IT and business leaders face growing pressure to make the right technology decisions—balancing innovation, integration, cost, and risk. Enterprise Connect 2026, taking place March 10–12, 2026 at Caesars Forum...

Employees Love Change, When It’s the Right Kind

The corporate world has long operated under a cautionary principle. Too much change exhausts employees, leading to disengagement, burnout, and eventual turnover. Leaders have been taught to manage transformation carefully, spacing out initiatives and watching anxiously for signs of change...

Deployed, Not Delivered: Why AI Isn’t Fixing Customer Experience

There is a persistent belief in the customer service industry that deploying AI is, in itself, a strategy. Drop in a chatbot, layer on an omnichannel platform, and the seamless experience that customers expect will simply materialise. After years at...

Cisco Report: AI Is Forcing Companies to Take Data Privacy Seriously

The rapid expansion of artificial intelligence is driving an unprecedented transformation in how companies handle data privacy, with organisations worldwide dramatically increasing investments to keep pace with evolving customer expectations and regulatory demands. According to Cisco’s newly released 2026 Data and...