Artificial Intelligence

Salesforce Deploys a Team of AI Agents into Sales

Salesforce has announced a significant expansion of Agentforce Sales, introducing a dedicated team of AI agents built to run various aspects of the sales pipeline. The announcement marks a shift from AI as a productivity aid to acting like a...

AI Took the Repetitive Tasks and the Soul of the Office With It

Automation was supposed to free workers. Take the tedious tasks, leave the meaningful ones. According to new research from Resume Now, that is not quite how it has played out, and workers are growing aware of what they have lost...

Adoreboard Can Finally Put a Price on Bad CX

For years, customer experience has operated on faith. Leaders have invested heavily in satisfaction scores and loyalty programmes, armed with the conviction that better experiences drive better business, but rarely able to prove exactly how much a bad one costs....

Zoom Contact Center Adds Pindrop’s Deepfake Detection and Voice Verification

Zoom has integrated Pindrop’s real-time deepfake detection and voice identity verification technologies directly into its contact centre platform. The move embeds Pindrop’s voice authentication, synthetic media detection and fraud risk intelligence to detect impersonations and verify callers in real-time across...

Gartner’s 2026 VoC Magic Quadrant: Four Leaders, Two Challengers, No Visionaries

Gartner’s 2026 Magic Quadrant for Voice of the Customer Platforms evaluates 12 vendors across a market where AI is fundamentally changing what VoC platforms can deliver, moving the category from structured feedback collection towards something considerably more proactive. Gartner predicts that...

Half of U.S. Consumers Would Rather Avoid Brands That Use GenAI in Their Content, Gartner Finds

Brands have spent the past two years racing to embed generative AI into their marketing. According to new Gartner research, half of their customers would rather they hadn’t. A survey of 1,539 U.S. consumers conducted in October 2025 found that...

Nvidia Fuels Next Generation of Autonomous Agents Across CX Industry

Nvidia is accelerating the move towards autonomous AI agents through partnerships with leading CX and enterprise platforms, including Adobe, Cisco, SAP, Salesforce and ServiceNow. Its newly launched NVIDIA Agent Toolkit is designed to help organisations build AI agents that can...

Microsoft Brings AI-Powered Health Intelligence to Copilot Users

Microsoft has launched Copilot Health, a dedicated section within its Copilot platform designed to help users make sense of their personal health information. The announcement reflects the company’s push to apply AI to individual well-being, building on its existing AI...

8×8 Engage Globally Available for Frontline Teams, Following Positive Uptake

8×8 has expanded the general availability of its Engage platform for frontline teams across all of its channels and channel partners worldwide. The customer experience platform provider also pointed to strong early adoption figures, which are going hand in hand...

Adobe CEO Steps Down as Record Results Fail to Calm Investors

Adobe chief executive Shantanu Narayen announced his departure on Thursday, the same evening the software giant posted record first-quarter results. The news landed against an already difficult backdrop, with the stock down around 23 per cent in 2026 amid persistent...

Dialpad Tackles AI POC Challenges for the Enterprise

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Voice is Back, AI is Getting Real – Sinch on IHG, and the State of the Industry

At this year’s Enterprise Connect the conversation on the floor kept returning to two themes: voice technology and artificial intelligence. I sat down with Julia Fraser of Cinch to get her take on both, fresh off a keynote session with...