Artificial Intelligence

Customers Confess to AI What They Would Never Tell Your Team

Why would anyone tell a chatbot something they would hide from a person? It runs against every instinct about trust, and yet researchers keep finding it. People questioned by a machine own up to things they soften, dodge or bury...

Why Customer Satisfaction with Brand Communications Is Falling and How to Fix the Strategy, With Scott Draeger

A strong customer communications strategy requires three things: consistency across channels, clean data governance, and a governance model that treats regulation as a floor rather than a ceiling. Smart Communications’ Scott Draeger argues that most organisations are failing on all...

Oracle Cut 21,000 Jobs Last Year. Its Own Filing Says AI Is a Big Part of Why

On the morning of 31 March 2026, thousands of Oracle employees opened their email to find a message from “Oracle Leadership” confirming their role had been cut, effective immediately. For the vast majority, there was no prior conversation and no...

Nearly a Third of UK Employees Use AI to Fake Expenses as Financial Strain Bites

Nearly three in ten UK employees admit to using AI to fake or alter expense receipts. For people leaders, the next move is not to catch them out, but to examine what the behaviour actually means. New research from expense management software firm Emburse...

Agent Factory Is Verint’s Bid to Move AI From Demo to Production

Verint wants to close the distance between AI that works in a demo and AI that works in daily operations. At its Engage 2026 event, the company introduced Verint Agent Factory, an orchestration environment for building, running and managing teams...

BPO Viewpoint – The Agentic AI Jobs Truth Vendors Won’t Tell You

At CCW Las Vegas, the vendors sold one story: humans and machines, side by side, nobody worse off. The outsourcers who actually run the agents told a sharper, more divided, and more honest one. CXM reports the BPO view from...

RingCentral Wires AI Agents Into the Bones of RingCX

A patient cancels an appointment, and within seconds an AI agent works the waitlist, offers the open slot to the next person in line, and books it, no human prompt required. That kind of self-starting outreach is now part of...

Parloa Study: Speed Is the Name of the CX Game in 2026

Customers will give an automated service system only a few minutes to prove itself before they give up, and the brands that lose that race are losing customers to faster rivals, according to the inaugural Parloa Consumer Patience Index, a...

Salesforce Wants to Run Your Entire Contact Centre From One Screen With New Workforce Engagement Management Offering

Contact centre workforce engagement management has a new competitor. Three months after launching Agentforce Contact Center at Enterprise Connect, Salesforce has returned to the stage, this time at Customer Contact Week in Las Vegas, to fill in what was feasibly...

Zoom Elevates Its Virtual Agent Contact Centre AI Platform With a Proper Feedback Loop

Zoom has updated Zoom Virtual Agent with tools for generating, testing, and optimising AI-powered customer service agents. This adds measurement and performance capabilities to its AI contact centre platform that, until now, was arguably stronger on deployment than on what...

Layoff Survivor Syndrome: The Hidden Cost of Job Cuts to Employee Experience

Redundancies rarely end with the people who leave. The colleagues who remain carry guilt, fear and heavier workloads – and the damage flows straight through to the customer. Here is what the evidence says, and what leaders can do about...

SAP CEO Says His Developers May Have Four Years Left Before AI Displaces Them. Here’s Why CX Leaders Should Pay Attention

Christian Klein has a prediction about his own workforce, and it is not a comfortable one. The chief executive of SAP, Europe’s largest software company, with a market capitalisation of around $195 billion and more than 110,000 employees globally, told...