Artificial Intelligence

Marc Benioff Accuses CEOs of Using AI as a Scapegoat

Salesforce CEO Marc Benioff has criticised what he calls the “lazy” tendency among CEOs to blame artificial intelligence for job cuts. Speaking in an interview with The Future Live, Benioff said too many leaders “make AI the scapegoat” when announcing...

McKinsey Uncovers Lessons on Customer Engagement from Asia

Asia is quietly rewriting the rules of customer engagement, and the lessons it offers have never been more important for Western brands. A new McKinsey report has identified six business model archetypes piloted across Asian markets generating growth rates well...

Will AI Replace Contact Centre Agents? No, But It’s Going to Change the Job

Fears about AI tools replacing humans have been building up for a while now. AI comes bundled into virtually every CX platform and tool. Companies like NiCE, Genesys, and Dialpad already think agentic AI is running the contact centre. Some companies,...

Forrester Reveals Why Most Businesses are not Seeing AI Impact

According to Forrester’s latest report, three years into the generative AI era, most enterprises are struggling to turn AI investment into measurable business impact. Its latest Accelerate Your AI Voyage report identifies a list of actions that successful frontrunners or...

Hackers Claim Theft of 3 Million Salesforce Customer Records from Cisco

Reports have emerged that a criminal extortion group is attempting to blackmail Cisco after allegedly stealing more than three million Salesforce customer records. Cisco has not confirmed the claims, but they have circulated widely across security media over the past...

HubSpot Ties AI Agent Pricing to Results

HubSpot is changing how it charges for two of its flagship AI agents, moving from activity-based fees to a model where customers only pay when the agent completes its assigned task. From 14 April, Breeze Customer Agent will be priced...

AI Is Making Life Harder for CX Teams, Not Easier, Front Research Finds

Despite massive investments in AI tools, most B2B customer teams are, in fact, experiencing “burnout, time wasted, and new headaches.” That is the finding from a new report by customer operations platform, Front. According to 700 B2B customer service, operations,...

Salesforce Turns Slack into the AI Nerve Centre for CX Teams

Customer-facing teams have long operated across a fragmented stack, which AI is now making worse. This can be a particular issue in the CX industry as siloed information could mean AI acting on a limited view of a customer and,...

Oracle Leads a Wave of Mass Tech Layoffs Across Q1 2026

Oracle’s decision to eliminate up to 30,000 jobs brings a bruising first quarter for tech workers to a close. On 31 March, Oracle began notifying employees across the US, India, Canada, and Mexico that their roles had been eliminated. Analysts...

Cyara Introduces Agentic AI Testing to Grow Trust in CX

The race to deploy agentic AI in contact centres is accelerating, but confidence in those systems has not kept pace. The AI-powered customer experience assurance provider, Cyara, has announced new agentic testing and AI governance capabilities designed to give enterprises...

Invoca Expands AI Agent Suite to Tackle the Conversion Crisis

Invoca has announced a significant expansion of its AI agent capabilities, introducing tools built to address the point where marketing investment most often fails, the conversion stage. The launch centres on two products, an AI Voice Agent and an expanded AI...

Ask Nicely Launches AI Insights to Bridge Customer Feedback and Decision-Making

Customer experience platform Ask Nicely has introduced Ask NiceAI, a conversational AI interface that allows enterprises to question their customer feedback data and receive answers with visuals and ready-to-execute action plans in seconds. The tool gives companies a means of...