Artificial Intelligence

Adobe Goes All Out On AI Ads: Is Advertising the New Battleground?

Advertising has always played a central role in how large technology companies shape market perception. As artificial intelligence becomes the defining competitive arena, however, advertising itself is starting to look like a strategic battleground. Adobe is a clear example of...

Genesys Breaks New Ground with AI Agent that Completes Tasks Across Multiple Systems

Genesys has announced the launch of its Genesys Cloud Agentic Virtual Agent, the “industry’s first” virtual agent that can autonomously execute tasks across multiple enterprise systems to resolve customer requests end-to-end. The new platform uses large action models from partner Scaled...

Financial Institutions Not Using AI Are (Almost) Extinct

The era of AI-free banking is effectively over, and it seems like the industry has crossed a point of no return. What began as cautious experimentation just a few years ago has transformed into an industry-wide revolution that’s fundamentally changing...

Is Human-Centric AI Just Marketing Spin?

A recent report by Precedence Research claims “human-centric AI automation is reshaping how industries approach workforce productivity”, with organisations investing heavily in systems that “allow AI to support human roles rather than replace them entirely”. It frames human-centric AI as...

AI Demand in CX Shows No Sign of Slowing at 8×8, For Now

Investment in AI-powered customer experience technology continues to rise, as organisations look to improve responsiveness and manage increasing service expectations. According to 8×8, enterprises are “doubling down” on AI to improve responsiveness and streamline customer engagement, reflecting a broader shift...

Anthropic Pokes Fun at OpenAI Over Upcoming Ads in ChatGPT

In a high-stakes marketing battle that unfolded during the Super Bowl, Anthropic launched a campaign directly mocking its rival OpenAI’s decision to introduce advertisements into ChatGPT, setting off one of the most public feuds yet in the artificial intelligence industry. The...

Press Ganey Rolls Out Narrative HX, a New AI Tool for Multilingual Feedback Analysis

Press Ganey has released Narrative HX, an AI-driven solution that transforms how organisations analyse unstructured customer feedback. The new platform converts raw comments and responses into clear, actionable insights within minutes, marking a significant shift from traditional methods that often...

Connectivity is Key to Agent-Driven CX, says Salesforce

AI agents are rapidly becoming central to customer experience strategies, but many organisations are struggling to turn adoption into impact. Salesforce’s 2026 Connectivity research highlights the core problem that while AI agent usage is accelerating, around 50% of agents still...

Amazon’s AI Push Draws Mixed Reactions as Massive Spending Plans Raise Questions

Amazon’s latest earnings report revealed explosive growth in artificial intelligence and cloud services, but investors reacted negatively to the company’s announcement of $200 billion in planned spending for 2026, sending the stock down approximately 8% following the earnings call. The company...

CX Automation Vs Marketing Automation: The Automation Divide

Automation used to feel simple. Automate your email campaigns, move faster, spend less, measure more. Then customers started pushing back. They started to get sick of all the pointless noise. They weren’t against automation; they just wanted it to be...

Enterprise Connect 2026 – UC, CX, and AI Strategy Come Together

As enterprise communications and customer experience continue to evolve at speed, IT and business leaders face growing pressure to make the right technology decisions—balancing innovation, integration, cost, and risk. Enterprise Connect 2026, taking place March 10–12, 2026 at Caesars Forum...

Gartner’s AI Sovereignty Warning: How CX Must Adapt by 2027

Customer experience is entering a new phase as one-size-fits-all AI models are under siege from growing demands for greater sovereignty. Gartner predicts that by 2027, “35% of countries will be locked into region-specific AI platforms”, up from just 5% today,...