Artificial Intelligence

Salesforce Continues AI Drive with Momentum Acquisition

Salesforce’s latest acquisition is a clear demonstration of its conviction in its AI solutions, most notably Agentforce. With shares sliding over the past year and speculation around valuation intensifying, however, questions remain about whether this aggressive expansion is courageous or...

Five9 Reports Record AI-Driven Growth, Following Sector-Wide Paradox

Five9 has delivered standout earnings driven by accelerating enterprise AI adoption. Despite strong financial performance and bullish forecasts, however, the cloud contact centre provider’s share price has continued to slide. This reflects a similar disconnect across the customer experience technology...

Krisp Launches Voice Translation SDK to End Language Barriers in Live Customer Conversations

Krisp has launched its Voice Translation SDK, enabling CX platform developers to embed real-time, voice-to-voice translation directly into live customer conversations. The SDK supports more than 60 language combinations and is built for synchronous, two-way interactions where clarity and conversational...

Customer Service Leaders Under Pressure to Deploy AI, Gartner Finds

Customer service leaders are facing mounting pressure to accelerate artificial intelligence adoption, as organisations push to modernise operations and improve customer experience. New research by Gartner suggests that AI is no longer viewed as an optional enhancement, but as a strategic...

Zoom Research Explores AI’s Impact on CX

New research commissioned by Zoom reveals just how central artificial intelligence is becoming to modern customer experience strategies. The report, carried out by Morning Consult and co-produced with CMSWire, paints a clear picture of a fast-moving landscape in which AI...

A Growing Market: Real-Time AI Coaching for Customer Reps

The real-time AI coaching marketplace for customer support agents continues to accelerate, with WINN.AI being one of the latest platforms to secure fresh investment to fuel its expansion. The Tel Aviv-based company has now raised $18 million in Series A funding,...

Questioning AI Rarely Improves Its Answers, Study Finds

Most of us have been there. You ask an AI assistant something, it spits out an answer that feels off, and you fire back with a hopeful “Are you sure?” Maybe it backtracks, or doubles down. Either way, you’re left...

Cisco’s President Wants AI Agents to be Treated Like Co-Workers

Cisco President Jeetu Patel believes artificial intelligence should not simply be seen as a tool. Instead, he revealed in an interview with Euronews, AI agents should be treated like a “digital co-worker”. This belief is not limited to Cisco. Patel...

The Best AI Sentiment Analysis Tools for CX Leaders in 2026

Customer experience metrics are changing, and honestly, that’s a good thing. A lot of companies have spent far too long assuming that faster average handling times mean customers are happy. It’s gotten to the point where companies either need to...

NiCE Says Agentic AI Is Already Running the Contact Centre

NiCE has published “the industry’s first” data-backed look at agentic AI deployments in production. The contact centre software giant recently released The Agentic AI CX Frontline, a research report drawing on large enterprises across North America and Europe, each handling...

New Medallia Launch Ends the Era of Insights Locked Behind Dashboards

Medallia has announced a new suite of AI-powered capabilities at its annual conference Experience ’26, aimed at making customer and employee experience data accessible to every level of an organisation, not just analysts and data teams. The new suite of innovations...

AI Enables Nearly 1,000 More Job Cuts at Salesforce

Nearly 1,000 jobs have been cut at Salesforce alongside executive changes, as it deepens its investment in artificial intelligence. The latest move, reported by Business Insider, continues a pattern that has been developing for more than a year. As workforce...