Artificial Intelligence

Best AI CRM Tools for 2026: Ranked by What They Do for Customer Experience

In the last couple of years, AI has stopped being that funny tool we play with to generate emails we don’t want to write or inspire memes and started becoming a major investment priority. There’s a good reason for that....

Qualtrics Names Oracle Veteran as New CEO Amid Major AI Expansion

Qualtrics has announced the appointment of Jason Maynard as its new Chief Executive Officer, marking a significant leadership shift for the company as it doubles down on AI capabilities and prepares for an acquisition of Press Ganey. Maynard, who brings three...

Deployed, Not Delivered: Why AI Isn’t Fixing Customer Experience

There is a persistent belief in the customer service industry that deploying AI is, in itself, a strategy. Drop in a chatbot, layer on an omnichannel platform, and the seamless experience that customers expect will simply materialise. After years at...

The Case for Human in the Loop Automation: Why HITL Is The Only Way Forward

The days of automation and AI experience ended ages ago. Budgets are approved. Timelines are aggressive. Boards want AI in customer support, in operations, in decision-making, even hiring, yesterday. Hyperautomation is the new buzzword of the decade. Why pay for more...

Cisco Report: AI Is Forcing Companies to Take Data Privacy Seriously

The rapid expansion of artificial intelligence is driving an unprecedented transformation in how companies handle data privacy, with organisations worldwide dramatically increasing investments to keep pace with evolving customer expectations and regulatory demands. According to Cisco’s newly released 2026 Data and...

When AI Loses Context, 48% of Customers Are Ready to Walk Away

It’s 2026, and AI has become the default front door for customer support. Customers no longer approach it with suspicion or novelty but with expectation. Gladly’s 2026 Customer Expectations Report shows that most people now assume AI will be the...

Meta Is Training Its Apps to Sell, Serve, and Convert

Meta’s latest earnings call pointed to a business regaining momentum in advertising while steadily expanding monetisation across messaging and newer platforms. Strong ad performance, rising engagement across its apps, and deeper use of AI across recommendations and marketing tools helped...

Can AI Be Trusted to Finish the Job? Microsoft Thinks So

In its latest earnings call, Microsoft spelt out how it thinks customer experience will change in the age of AI, and it has little to do with better chatbots. Speaking to investors, CEO Satya Nadella said a change is already...

The Best AI Personalisation Tools: Solutions for Effective Hyperpersonalisation in 2026

Most of us know the stats. Seventy-one percent of customers expect constant personalisation. Seventy-six percent say they feel frustrated when they don’t get it. Get the personalisation balance right, and you’ve actually got a great shot at earning and keeping...

Does Retail Even Know What Personalisation Is Anymore?

Retail loves the word personalisation. It appears in strategy decks, earnings calls, and vendor pitches with near religious consistency. And yet, when shoppers actually show up, most are still treated like interchangeable visitors passing through a digital storefront. Amperity’s new 2026...

TELUS and RingCentral Expand AI Business Communications in Canada

Canadian organisations are experiencing heavier call volumes, higher customer expectations, and limited room to add staff. In response, TELUS and RingCentral have expanded TELUS Business Connect with a new set of AI-powered features aimed at making everyday business communications easier...

Hyperpersonalisation Fails When Brands Don’t Know When to Stop

Hyperpersonalisation is often touted as the next frontier of customer experience. The promise that brands can know exactly who their customers are, what they want, and when they want it. But for many organisations chasing this ideal, the reality is messier...