Artificial Intelligence

Most Brands Are Failing to Turn AI Into Customer Engagement Results

Almost every brand has invested in AI for customer engagement. Yet, very few are seeing returns. Two new studies, one from Forrester Consulting and one from behavioural science consultancy Cowry, suggest that the industry’s spending spree has not yet produced...

HITL vs HOTL vs AI-in-the-Flow: Untangling the Loops of Human and AI Collaboration

A strange thing happens when companies start deploying AI in customer operations. The conversation generally begins with technology, model performance, automation rates and cost savings. Then a pilot expands, and the system runs into its first genuinely messy situation. A refund...

The Best Agentic AI Platforms for CX Teams: AI That Finishes the Job

The hunt for the best agentic AI platforms is officially on. Every company seems to be investing right now. In fact, the market is growing towards a projected value of $93.20 billion by 2032, and Gartner says about 91% of...

SoundHound AI to Acquire LivePerson to Unify Voice and Digital Customer Engagement

SoundHound AI has agreed to acquire LivePerson, the enterprise conversational AI company, in a deal that will combine the companies’ voice and digital AI capabilities into a single omnichannel platform. The transaction unites SoundHound’s proprietary voice and agentic AI technology with...

Your Employee Experience Roundup: HR Tech Europe, Agentic AI, and the Workplace Abuse Crisis

It’s been a busy week for employee experience technology, with a flurry of AI product launches and acquisitions. Amsterdam was also the place to be, with HR Tech Europe 2026 taking place to packed-out sessions. Some concerning new research also...

Synthflow AI and 8×8 Join Forces to Bring Voice AI Agents Into Enterprise Contact Centres

Synthflow AI, an enterprise AI agent platform that automates customer conversations across voice, chat and digital channels, has partnered with 8×8 to embed next-generation conversational AI into the 8×8 Contact Center. The integration connects Synthflow’s AI agents directly into 8×8’s contact...

PolyAI Launches Agent Development Kit to Give Developers Full Control Over CX AI

PolyAI has launched its Agent Development Kit (ADK), a new way for teams to build, deploy, and continuously improve AI agents for customer service. The company says the ADK removes the constraints that have kept developers locked inside vendor-controlled interfaces,...

CX Vision 2035 – THE Event to Cater for the Next Decade of CX

The CX event landscape has become me-too, stagnant, and often fails to arm CX professionals with the right tools and know-how to manage the future of customer behaviour and engagement. CX Vision 2035 launches this November at Wembley Stadium with...

Adobe Summit: Adobe’s CX Enterprise Hands the Keys of Experience Orchestration to AI Agents

Adobe has introduced CX Enterprise, an end-to-end agentic AI system designed to unify how businesses manage the full customer lifecycle, from acquisition and engagement through to conversion and long-term loyalty. The announcement, made at Adobe Summit alongside a suite of connected...

Learning Pool Acquires WorkStep to Build End-to-End Frontline Employee Experience Platform

On 20 April, Learning Pool announced its acquisition of WorkStep, an AI-powered employee engagement platform built specifically for frontline organisations. The deal follows two earlier Learning Pool acquisitions: WorkRamp, an AI-first learning management system (LMS) for high-performing teams, and Elucidat, a...

98% of Consumers Refuse to Buy From AI-Recommended Brands Without Checking Them First

Brands across every industry are racing to get recommended by AI tools like ChatGPT and Google Gemini, treating AI visibility as the next frontier in customer acquisition. However, new research suggests that earning an AI recommendation may be the easy...

Workday and Achievers Bring AI-Powered Recognition into the HR Platform

Workday and Achievers have launched an AI-powered recognition and rewards solution built directly into the Workday platform. Announced on 16 April, the new offering – Workday Recognition – embeds Achievers’ recognition and rewards solution into the Workday suite, using AI...