Artificial Intelligence

Quiq Adds Voice AI to Target the Messy Reality of Scaling CX Automation

Enterprise agentic AI platform Quiq has launched Voice AI and advanced its platform to help organisations move from standalone AI experiments to full-scale, production-grade deployments across the customer journey. The company also unveiled a new brand identity to accompany the...

Cavell Launches CX Summit for the Communications Channel

Cavell has announced the launch of the Cavell CX Summit 2026, a new standalone event focused on customer experience (CX), contact centres, CCaaS, and AI-driven customer engagement for service providers, MSPs, channel partners, and technology vendors. Taking place on Tuesday, 16th...

What Google DeepMind’s Union Vote Tells Us About Leadership in the Age of AI

Google DeepMind’s union vote was not about pay or working conditions. Last week, 98% of employees at the company’s London office voted in favour of unionisation over the ethics of what their AI is being used for — and over...

RingCentral to AI Purists: You Still Need Humans and We’ve Got the Platform to Prove It

RingCentral ended the Q1 2026 with more than 11,800 paying customers for its AI Receptionist (AIR) product, a 40% increase from the previous quarter, as the company doubles down on what CEO Vlad Shmunis calls a “hybrid human-in-the-loop” approach to...

Your Employee Experience Roundup: Microsoft’s AI Findings, Deloitte’s Two-Tier Benefits Controversy, and ServiceNow’s Autonomous HR Push

This week’s big research drop is Microsoft’s 2026 Work Trend Index, with findings that point the finger at management for stalling AI progress. Deloitte is under scrutiny for a two-tier benefits decision that’s prompting wider questions about how organisations value...

Microsoft’s 2026 Work Trend Index: Manager Behaviour Is the Real Barrier to AI Adoption

Microsoft’s 2026 Work Trend Index, released this week — with research collaboration from Harvard Business School — provides strong evidence about something many EX and people leaders have been suspecting for a while now. That the bottleneck in AI adoption is the...

NiCE Is Discounting Its CCaaS Products to Lock Customers Into Long-Term AI Contracts

NiCE has reported Q1 2026 results, with CEO Scott Russell and CFO Beth Gaspich spending much of the earnings call explaining a commercial strategy that tells a bigger story about where the contact centre market is heading. The company is...

ServiceNow Goes All In on Autonomous Enterprise AI at Knowledge 2026

ServiceNow announced its most ambitious set of enterprise AI releases to date at its annual Knowledge 2026 event in Las Vegas. A new unified AI experience called ServiceNow Otto, an expanded Autonomous Workforce of AI specialists, and a significantly upgraded...

The Best No-Code AI Agent Builders and No-Code AI Platforms for CX Teams

Right now, every company is facing serious pressure to deploy AI solutions fast, particularly for customer service. Gartner even says over 90% of leaders are feeling the heat from executives. The trouble is that many companies don’t really have the resources...

Ocado’s AI Service Bet Delivers Faster Support With the Human Touch  

For years, customer service leaders have faced a familiar trade-off: improve service quality, or reduce cost. Doing both at once has proved far harder. In a recent webinar, I welcomed Dan Elton, Chief Customer Officer, Ocado and Suveer Kothari, Head of...

When Your Customer Is a Machine, Who Answers the Survey?

Voice of the Customer (VoC) software companies have enjoyed a comfortable arrangement over the last few years. Brands pay six- and seven-figure annual licences to collect feedback, run sentiment analysis, and produce dashboards that tell senior leaders what their customers...

Genesys Cloud Copilot Turns One Request Into a Multi-Agent Workflow

Genesys has launched Genesys Cloud Copilot, an AI assistant that lets supervisors, administrators and analysts complete operational tasks through natural-language conversation inside the Genesys Cloud platform. The tool works by interpreting user requests and delegating them to purpose-built AI agents, each...