Artificial Intelligence

SAP Confirms Dremio Acquisition, Powering AI Agents With Its Data Lakehouse Platform

SAP confirmed this week that it has closed its acquisition of Dremio, the data lakehouse specialist it first agreed to buy back in May. Terms weren’t disclosed, and the transaction had been sitting through regulatory review since. The logic behind...

Conversational AI ROI: Why the Numbers Keep Lying to You

Ask ten vendors about conversational AI ROI, and you will get ten different answers, most of them suspiciously generous. Ask ten CX leaders who actually run these deployments, and the picture gets much murkier. PwC’s 2026 Global CEO Survey found...

New Klaviyo Tool Turns Social Engagement Into Customer Data

Klaviyo has launched Klaviyo Social Marketing, a product that connects social media engagement to the omnichannel marketing systems consumer brands use to understand and convert customers. The autonomous B2C CRM says the tool brings signals from comments, direct messages, mentions,...

The Invisible Consumer: How Washington’s New AI Bill Would Rewrite the Rules of CX

Tech departments have spent a generation polishing the digital glass. Millions of pounds have been funnelled into web portals, mobile apps, and conversational deflection channels to guide human hands through transactional funnels. This human-exclusive focus now faces an unexpected structural...

Governed Messaging Firm LeapXpert Raises $180 Million to Put AI to Work on Enterprise Conversations

LeapXpert has raised $180 million in a growth round led by Riverwood Capital, money the company will use to help enterprises record, control, and act on the conversations that now run their business. Most enterprise talk has moved to messaging. Deals...

Akixi Aims to Elevate CX Analytics with AI Call Scoring in Unified CX Suite Launch

Akixi has launched CX Suite, adding AI call scoring to a platform that already handled call analytics, recording and CRM integration. This launch positions all four in one login for the first time. The company sells only through service providers and...

Copilot Now Has to Earn Its Keep, Microsoft Tells Staff, as Fresh Round of Layoffs Expected

Microsoft has told the 11,000 people working on Copilot that the product needs to “earn the right to exist.” The line comes from an internal memo written by Jacob Andreou, the Executive Vice President who took charge of Copilot in...

MoEngage and Boldest Target Telecom Churn with AI

Customer engagement platform MoEngage and Boldest, an AI marketing agency owned by telecom services firm Prodapt, have partnered to bring AI-led marketing to telecom operators. The tie-up tackles three problems that cost carriers real revenue: scattered customer data, high churn...

The phone line that hung up on customers — and the voice AI that fixed it in a day

Reporting live from CCW Las Vegas, CXM’s David Dungay sat down with Kyle Johnson, Chief Communications Officer at Nellis Auction, and Hakob, CEO and Founder of voice AI platform Synthflow, to talk about one of the fastest, least painful AI...

Your Customer Experience News Roundup: The EU Takes Aim at AWS and Azure as Acquisitions Stack Up

This week in customer experience news, the European Commission moved to designate AWS and Azure as cloud gatekeepers, while the market added several notable acquisitions. Underneath it all, new data from Infobip punctured a flattering assumption: that because enterprises have...

Zoom Acquires Common Room, Empowering Its Revenue Accelerator With Buyer Data

Zoom has announced its acquisition of Common Room, a Seattle software firm that works out who’s about to buy something before the salesperson ever picks up the phone. The price wasn’t disclosed, and the deal isn’t massive by tech standards....

Five Key Takeaways from NiCE World London 2026: Agentic AI as a Human Complement Rather Than Replacement, Governance Is the New No 1 Priority, and More

NiCE World London 2026 opened with a programme tailored around an increasingly familiar premise: agentic AI is well beyond being a future-tense conversation for contact centres. As the raft of keynotes, panel discussions and spontaneous conversations illustrated, that argument has...