Artificial Intelligence

Holiday Shopping Felt Easier This Year. Losing Customer Trust Was Easier Too

Holiday shopping in 2025 felt easier than in years past, with less searching and less back-and-forth. According to Talkdesk’s Post-2025 Holiday Shopping Survey, AI took work off consumers’ plates. Nearly 89% of U.S. shoppers turned to AI during the holidays, and...

AI Is Getting to Shoppers Before Brands Do, Survey Reveals

Shopping rarely starts where brands expect it to anymore. Long before a customer opens a retailer’s app, lands on a product page, or walks into a store, AI is already in the background helping them make sense of options, filter...

Allianz Turns to Anthropic to Formalise How AI Is Used Across Its Insurance Business

Allianz has announced a global partnership with Anthropic as it looks to bring more structure to how artificial intelligence is used across its insurance operations. The agreement focuses on internal productivity, claims automation, and meeting regulatory requirements, rather than launching...

OpenAI Launches ChatGPT Health With Medical Record and Wellness App Integrations

OpenAI has launched ChatGPT Health, a new dedicated health experience inside ChatGPT that allows users to ask health-related questions in a separate environment and optionally connect medical records and wellness apps for more personalised responses. The release reflects behaviour that was...

Who Was Really Shopping in 2025: You or AI?

Over the last 12 months, shopping no longer followed the familiar pattern of search, scroll, compare, and decide. For many consumers, that work had already been outsourced, whether they knew it or not, to AI. Across retail, ecommerce, and digital experience,...

2025 Was About Agentic AI. What Comes Next?

2025 was the year artificial intelligence moved deeper into doing. What began as a promise of autonomous agents in research papers and visionary roadmaps became a tangible force in customer experience, enterprise automation, and strategic toolkits across industries. “Agentic AI” describes...

Unified Customer Experience: The Evolution of Omnichannel

More channels don’t fix broken journeys. A single operating spine does; the kind that connects data (what’s known), decisioning (what happens next), and design (how it feels). When that spine is in place, organisations deliver a unified customer experience that...

Zendesk Acquires Unleash, Moves Deeper Into AI-First Employee Service

Zendesk has acquired Unleash, an AI-powered enterprise search platform, to double down on internal employee service and AI-first support models. The deal brings generative AI search, permission-based retrieval, and deep collaboration tool integrations directly into Zendesk’s employee service offering. The goal...

Healthcare Is Done Experimenting With AI

Healthcare organisations are no longer asking whether AI belongs in their operations. That question has been answered. The real question now is whether AI can deliver results quickly, safely, and without disrupting already strained systems. A new executive outlook report from...

What AI Really Did to Holiday CX

The 2025 holiday shopping season marked a turning point for customer experience. For the first time, artificial intelligence became a visible and frequent part of how customers searched, bought, tracked, returned, and resolved issues with their orders. According to the Liveops...

Five9 Appoints New CEO Following Mike Burkland’s Planned Transition

Five9 has appointed a new Chief Executive Officer, with the change taking effect on February 2, 2026. The company said the appointment is part of a planned transition, with long-time CEO Mike Burkland staying on the Board of Directors to...

75% of Customers Say AI Support Is Fast but Still Frustrating

AI customer service got noticeably faster in 2025. Yet for many customers, that speed came at a cost. According to Glance’s newly released 2026 CX Trends Report, 75% of consumers say they’ve received a quick, AI-driven response that still left them...