Tag: Artificial Intelligence

This Week in CX: Award-Winning CX and AI Trends to Watch

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored the latest in customer experience and AI innovation, from Istanbul Airport earning Level 5 ACI CX accreditation, to OpenAI introducing new safety guardrails for...

AI Is Becoming a Financial Advisor, And High Earners Are Leading the Way

Trust in artificial intelligence as a tool for financial decision-making is growing rapidly, according to Raisin’s latest Summer Savings Series study. The research shows that nearly three in ten U.S. households earning more than $150,000 now use AI to guide...

OpenAI Plans New Safety Guardrails for ChatGPT Amid Rising Concerns

OpenAI has announced a new wave of safety measures for ChatGPT, aiming to better protect vulnerable users and strengthen safeguards for teens. The company said Tuesday it will begin routing sensitive conversations to its advanced “reasoning models,” such as GPT-5-thinking,...

From Stadium to Screen: 8×8 Deepens Partnership with Southampton

8×8 has renewed its sponsorship agreement with Southampton Football Club, extending the partnership with both the Men’s and Women’s First Teams through the 2025/26 season. Since first teaming up, 8×8’s contact centre and communications technology have played a key role in...

Accenture Expands Salesforce and Gen AI Strength with NeuraFlash Acquisition

Accenture is set to acquire NeuraFlash, a Salesforce and generative AI consultancy recognised for building “agentic” solutions that streamline sales, service, and field operations. The move will enhance Accenture’s Salesforce Gen AI and managed services offerings, while expanding its reach...

AI Set to Replace Google as Business Research Tool, Experts Predict

Google’s quarter-century reign as the default gateway for business research may be nearing its end. A new study from Bospar suggests that AI could overtake the search giant within the next decade, replacing links and endless results with direct recommendations...

BPOs Are the Fast Track to AI in CX. But at What Cost?

Enterprises racing to modernise voice support are increasingly turning to business process outsourcing (BPO) partners as the fastest way to plug in artificial intelligence. But could this shortcut undermine long-term control, flexibility, and customer experience outcomes? The 2025 State of Voice...

The Real AI Security Threat Is Sitting Inside Your Company

Forget the image of a hooded hacker working from the shadows. The latest Insider AI Threat Report Summer 2025 from CalypsoAI shows the real risk is your own employees. From junior staff to the C-suite, workers are increasingly using AI...

This Week in CX: Rethinking Loyalty and AI in the Age of Gen Z

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how loyalty programs are evolving for Gen Z, the rise of digital-first service technologies, and the surprising gaps in AI adoption within banking contact...

Shadow AI is Everywhere: Are Your Employees Flying Blind?

As many as 78% of employees are using AI tools not provided by their employer, according to WalkMe’s second annual AI in the Workplace Survey. More than half (51%) report receiving conflicting guidance on when or how to use AI,...