Tag: Artificial Intelligence

Gartner: AI Hasn’t Shrunk CX Workforces, Yet

Amid ongoing debate about whether artificial intelligence will replace frontline service workers, new research from Gartner suggests the situation is far more nuanced. A survey of 321 customer service and support leaders found that only 20% have reduced agent headcount...

Oracle’s AI Agents Aim to See Everything Happening in Your Business

During its Q2 2026 earnings call, Oracle described a growing push toward AI agents and their role in helping enterprises use their data more effectively across customer-facing operations. While the call covered cloud revenue, infrastructure expansion and multicloud growth, the...

easyJet Taps Emplifi to Boost CX

CX and social media marketing platform Emplifi has partnered with easyJet to strengthen the airline’s customer care operations across social media, using AI-powered tools to improve response times and service consistency. The collaboration will see easyJet adopt Emplifi’s customer care platform,...

AI Is Racing Ahead of Employee Confidence, Survey Reveals

AI has been promised as the great unlock for productivity. Faster workflows, smarter scheduling, and less admin for overstretched teams. However, the reality is vastly different. UKG’s new 2026 workforce outlook suggests something much simpler is holding companies back: trust. The HR...

Inside DVLA’s Quiet AI Revolution

When the Driver and Vehicle Licensing Agency decided to overhaul its customer-service operation, it did so without fanfare. There was no flashy launch, no breathless tech campaign, no sweeping promises about “reinventing the public sector.” Instead, DVLA embarked on a multi-year...

Thoma Bravo Finalises Verint Takeover

Thoma Bravo has officially completed its acquisition of Verint, closing the deal on November 26, 2025 and moving ahead with its plan to merge the CX automation provider with portfolio company Calabrio, which it acquired in 2021. The transaction brings together...

Enterprises Are Pouring Money Into AI They Don’t Trust

Big AI budgets are becoming the norm across enterprise tech, even as confidence in autonomous systems remains hard to find. New research from Workato surveyed more than 600 technology decision-makers and found that only 6% currently trust agentic AI to handle...

Riyadh Air to Become ‘World’s First AI-Native Airline’, Powered by IBM

Riyadh Air has announced a partnership with IBM that will see the Saudi Arabian carrier become what it claims is “the world’s first AI-native airline”, building its operations entirely around AI from launch rather than layering technology onto legacy systems....

Salesforce Says AI Agents Are Already Running Customer Experience

Salesforce opened its Q3 2026 earnings call by stating that AI agents are actively running customer experience inside some of the world’s largest organisations. Speaking alongside engineering, sales and finance executives, CEO Marc Benioff described a shift from isolated automation pilots...

Zendesk and AWS Build an AI Backbone for Contact Centres

At AWS re:Invent in Las Vegas, Zendesk announced a new collaboration with Amazon Web Services (AWS) aimed at accelerating AI-powered contact centre modernisation and joint go-to-market initiatives to scale the growth of Zendesk Contact Centre globally. The deal focuses on tighter...