Tag: Artificial Intelligence

AI isn’t enough: trust and human insight still win in CX

The customer experience landscape is rapidly evolving, and new research from Five9’s 2025 Business Leaders Customer Experience Report reveals just how much. Based on insights from the U.S., U.K., and Canada, the report shows that while artificial intelligence is already...

Only 15% want fully digital insurance experience. So why are insurers still pushing it?

While much of the insurance industry continues to race toward full automation, a new survey from Insurity reveals that only 15% of consumers actually want a digital-only insurance experience. The 2025 Digital Experience Index reveals a more nuanced picture of what...

TELUS Digital acquires Salesforce consultancy Gerent

TELUS Digital Experience (TELUS Digital) has announced its acquisition of Gerent, a U.S.-based Salesforce consultancy. Gerent, a Salesforce Summit Partner, brings with it deep industry expertise and a proven track record of delivering enterprise-scale implementations, integrations, and agentic AI solutions....

This week in CX: when bots break rules and brands break trust

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how AI agents are posing new identity security risks, the fallout from Adidas’s customer data breach via a third-party vendor, and the growing mistrust...

Ready or not, AI is here! UK businesses are playing catch-up

A new report from Qualtrics reveals a growing disconnect between UK business leaders’ recognition of AI’s transformative potential and their confidence in deploying it effectively. While a resounding 92% of executives agree that AI will reshape their industries, only 16%...

When bots go rogue: the identity crisis of AI agents

SailPoint has unveiled a new report titled “AI agents: The new attack surface”, warning companies of the fast-growing security risks posed by autonomous AI systems. The report reveals that while 82% of organisations already use AI agents, only 44% have...

KFC’s UK boom, mental health overhaul, and Nvidia’s $8B China setback

KFC serves up £1.5 billion investment and 7,000 jobs across UK & Ireland KFC plans to invest £1.5 billion and create over 7,000 jobs in the UK and Ireland by 2030. The expansion includes £500 million for 500 new restaurants and...

Invoca acquires Symbl.ai to integrate agentic AI across the buyer journey

Invoca is taking a big leap into agentic AI with the acquisition of Symbl.ai, a move that could transform how brands orchestrate the customer experience across digital, voice, and messaging channels. The deal brings Symbl.ai’s advanced language models and multi-agent orchestration...

Compliance as the backbone of AI-powered chatbots in customer service

You’ve likely interfaced with an AI chatbot in a customer service setting. In fact, it’ll likely become more common as the AI call centre industry is expected to reach $4.1 billion by 2027. While AI chatbots provide time and cost...

Cegeka picks Talkdesk to power next-gen AI-driven customer experience

Talkdesk has announced a new partnership with Cegeka, an international IT services provider. The collaboration will see Cegeka adopt the Talkdesk CX Cloud platform to transform its customer support operations with cloud and AI capabilities. By implementing Talkdesk’s modern CX technology,...