Artificial Intelligence

The Best Predictive CX Tools: 8 Solutions That Prevent Customer Problems

The days of reactive CX are dead and gone. Responding “quickly” to a problem isn’t good enough anymore, not when customers know we could be using AI tools that can spot issues coming from a mile away. The challenging part...

Five9 Reports $125 Million AI Run Rate, New CEO Pushes ‘Humantic’ Vision for CX

When AI automates a contact centre interaction, the budget that paid for the human agent does not disappear. According to new Five9 CEO Amit Mathradas, speaking during his first full earnings call, it gets redirected into software, platform tools, and...

Your Employee Experience Roundup: The Profitability Paradox, Frontline Recognition, and Microsoft’s Buyout Dilemma 

It’s been a big week for WorkHuman, which dropped a new global study alongside two new product launches. Congratulations are in order to the finalists of the UK Employee Experience Awards 2026, announced yesterday. And there’s been some notably mixed...

RingCentral Launches RCS Branded Messaging, Expands AI Receptionist Across Voice and SMS

RingCentral has announced a set of product updates to help businesses communicate with customers through verified, branded channels and AI-powered automation. The rollout includes Rich Communication Services (RCS) with branded messaging, an expansion of its AI Receptionist (AIR) into SMS...

Microsoft: Customer Service Becomes Testing Ground for Hybrid AI Pricing as Copilot Crosses 20M Seats

In its Q3 FY2026 earnings call, Microsoft identified customer service as the first enterprise category to adopt a hybrid pricing model where AI agent usage is billed on top of traditional per-seat licences. Microsoft Is Changing the Way It Charges for...

How to Build a Human-Centric AI Strategy That Really Works for Customers and Employees

The results of AI in customer experience are hard to argue with. Service costs fall, personalisation sharpens, and teams catch problems before customers notice them. But every time another bot appears in the journey, the same question resurfaces: are companies...

Half of US Travellers Say They No Longer Care Whether AI or a Human Solves Their Problem

Half of US travellers have reached the same conclusion about airline customer service: they do not care whether AI or a human agent resolves their issue, as long as it actually gets resolved. A new survey by Ada suggests that the...

Adobe Acquires Semrush as AI Rewrites the Rules of Brand Discovery

Adobe has finalised its acquisition of Semrush Holdings, absorbing the 17-year-old brand visibility platform into its recently launched CX Enterprise system and extending its reach into three disciplines that are becoming essential for modern marketers: search engine optimisation (SEO), generative...

Production With a Pulse: Meta is Using its Employees to Train Their Own AI Replacements

The psychological contract between employer and employee used to be implicit. You give your time, skills, energy, and loyalty. In return, you receive fair compensation, reasonable security, and the basic dignity of being treated as a person. For decades now,...

ASAPP Introduces Five Purpose-Built AI Agents to Power End-to-End Customer Service

AI customer service platform provider ASAPP has launched a system of five purpose-built AI agents within its Customer Experience Platform (CXP) to manage enterprise customer service operations from build to deployment to continuous improvement. The update moves CXP beyond conversational AI...

When Not to Use Agentic AI: The CX Situations Where Autonomy Backfires

Everyone’s talking about agentic AI, and for a lot of leaders, it’s stopped being a technology experiment they might think about deploying. It’s starting to feel essential; just as critical to your CX strategy as smart routing or omnichannel. Gartner...

UJET Research Finds Zero Agents Consider AI Essential to Their Daily Success

Every customer service agent surveyed in a new UJET study interacts with AI on a daily basis, yet not a single one considers it indispensable. The finding, drawn from the company’s report The Agent and AI Disconnect: A Blueprint for...