Tag: Artificial Intelligence

Salesforce Says AI Agents Are Already Running Customer Experience

Salesforce opened its Q3 2026 earnings call by stating that AI agents are actively running customer experience inside some of the world’s largest organisations. Speaking alongside engineering, sales and finance executives, CEO Marc Benioff described a shift from isolated automation pilots...

Zendesk and AWS Build an AI Backbone for Contact Centres

At AWS re:Invent in Las Vegas, Zendesk announced a new collaboration with Amazon Web Services (AWS) aimed at accelerating AI-powered contact centre modernisation and joint go-to-market initiatives to scale the growth of Zendesk Contact Centre globally. The deal focuses on tighter...

Over 8,000 Breaches Show Cybersecurity Struggling to Contain AI Risk

More than 8,000 global data breaches in the first half of 2025, exposing an estimated 345 million records, are not only a security headline but a customer experience warning signal. Experian’s newly released 2026 Data Breach Industry Forecast reveals that...

Jo Malone London Tests AI in Digital Fragrance Consultations

Buying fragrance online has long been one of retail’s hardest experience problems to solve. Without scent strips, samples or face-to-face consultation, consumers are often left guessing, especially first-time buyers unsure how to translate emotion or personal taste into a bottle...

The AI Satisfaction Illusion: Leadership vs Reality

Most companies deploying conversational AI seem convinced they’ve cracked the customer experience puzzle. Internally, the story looks reassuring. Containment rates are up, response times are down, and automation volumes keep rising. Twilio’s latest global research shows 90% of business leaders...

AWS Takes Aim at Healthcare’s Scheduling Chaos with Agentic AI

Amazon Web Services (AWS) has introduced a preview of new agentic AI capabilities in Amazon Connect aimed squarely at one of healthcare’s most persistent CX problems, which is appointment scheduling. According to figures referenced by AWS, 89% of patients say difficulties...

AI Arrived in Retail. Did Better CX Come With It?

AI in retail arrived at full speed. Shoppers now use AI to research products, compare prices, browse reviews and hunt deals, yet a simple question still hangs in the air: has any of this actually made shopping better? New UK research...

Calabrio: Agents Are Carrying More Than Ever, Leaders Need to Step Up

The pressure on contact centre teams has grown significantly in recent years. Customer issues are more complex, expectations are higher, and AI is transforming day-to-day work faster than many organisations can support. This context framed Calabrio’s session at the Contact...

This Week in CX: Insight That Could Change Your 2026 Plans

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how London Luton Airport is expanding career pathways for the next generation, examined the growing concerns around an AI bubble and its impact on...

GoHealth and Second Nature: The AI Partnership That Cut Employee Training Time in Half

At this year’s Contact Centre Expo, co-located with Customer Experience Expo UK in London, GoHealth’s Senior Vice President of Talent Operations, Jay Fortuna, described a transformation inside a business where precision, empathy, and regulatory compliance are non-negotiable. GoHealth, a major Medicare...