Artificial Intelligence

Adobe and MLB Team Up to Knock Fan Experiences Out of the Park

Adobe and Major League Baseball have announced a major expansion of their multi-year partnership, placing artificial intelligence at the centre of how the sport connects with its fans. The deal positions Adobe as the official Presenting Sponsor of MLB Opening...

Forsta Introduces Purpose-Built Market Research Agents that Cut Reporting Time in Half

Press Ganey Forsta has launched a suite of AI agents inside its Research HX platform designed to help market research teams work faster without cutting corners on quality. The company says the agents can reduce reporting timelines by 50% by...

Talkdesk Brings AI Scheduling to Healthcare’s Front Line

Booking a hospital appointment sounds simple. But behind the scenes, the coordination involved in matching patients, clinicians, labs, pharmacies, and equipment in the right sequence is anything but straightforward. When that process breaks down, the consequences ripple outwards fast. Now,...

How Generative UI Could Meet Rising Employee Expectations

Consumer AI has raised the bar. Employees who use tools like ChatGPT or Gemini at home now sit down at their work computers and feel the gap immediately. According to a recent article by Jonathan von Rüden, Chief AI Officer...

The AI Dilemma: What Top CX Professionals Really Think About Automation vs. Human Touch

If there is one topic that united CX professionals in 2025 and promises to define 2026, it is the rise of artificial intelligence. The conversation has moved on from breathless predictions. Now, the leaders featured in CXM Stars 2026 are...

Consumers Are Less Forgiving of AI Mistakes Than Human Ones, Medallia Report Reveals

Customer experience teams are deploying artificial intelligence at a pace that would have seemed ambitious just two years ago. Most have measurable goals for it, and many are embedding it directly into customer-facing interactions. What the latest data suggests, however,...

AgentPass Becomes Paz.ai, Betting on the Agentic Commerce Wave

When a company changes its name, it is making a statement about where it believes the market is heading. AgentPass has done exactly that, rebranding as Paz.ai to focus squarely on agentic commerce. It is a bold move. The question...

Booking.com Parent Company Reveals Real AI Savings in Customer Service

Booking Holdings, the parent company behind Booking.com, Agoda, Priceline, and Kayak, reported a concrete result that most companies are still chasing: its customer service costs fell in absolute terms last year, even as gross bookings grew by roughly 10%. The...

Perceptyx Acquires Lyceum AI to Bridge the Employee Learning Gap

Organisations pour more than $400 billion every year into learning and development, The Josh Bersin Company research found, yet the systems that track how employees are doing and the systems designed to help them grow have rarely synced up with...

Google Cloud and Nexi Group Develop Autonomous Shopping for Europe

Google Cloud has announced a memorandum of understanding with Nexi Group to build the infrastructure for what they call “agentic commerce”, which will take consumer experiences in Europe beyond assisted journeys into autonomous ones. According to Google Cloud, its collaboration with...

Dialpad Launches New Tools to Get Enterprise AI Out of the Pilot Stage

Dialpad has announced a major update to its agentic AI platform, introducing a set of tools aimed at one of the most persistent problems in enterprise technology: AI projects that never make it past the testing phase. The new capabilities are...

ServiceNow AI Platform Powers Faster Customer Roaming Resolutions

A new collaboration between ServiceNow, NTT DOCOMO and StarHub aims to solve one of the most frustrating problems travellers face: losing mobile service abroad. Built on the ServiceNow AI Platform, the joint initiative introduces an autonomous roaming resolution designed to...