Tag: Artificial Intelligence

This Week in CX: AI Agents Take the Lead

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how Brits are turning to ChatGPT for their next pint spot, best practices for employee engagement surveys, and the gap between brand trust and...

ServiceNow Puts AI at the Front Door of Work With New Enterprise Interface

ServiceNow has introduced AI Experience, a new multimodal interface designed to bring artificial intelligence directly into the flow of work. Described as a “conversational front door” to enterprise AI, the platform connects people, data, and workflows while embedding governance and...

Sprinklr’s New AI Agents and Copilot Aim to End Clunky Customer Service

Sprinklr has launched AI Agents, Copilot, and enhanced Customer Feedback Management (CFM) capabilities designed to streamline customer service and improve efficiency across the customer journey. The new Sprinklr Copilot acts as a real-time assistant for support teams. Instead of wading through...

Brits Are Turning to ChatGPT for Their Next Pint Spot

Brits are increasingly swapping word-of-mouth for word-of-machine when choosing where to eat or drink. A new report from Reputation and CGA by NIQ shows that AI tools like ChatGPT are now a go-to source for hospitality recommendations, on par with...

This Week in CX: Where AI, Gen Z, and Trust Collide

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored agentic AI in CX, Gen Z putting life on hold for financial security, smarter employee listening strategies, and how AI-powered verification is boosting trust...

AI Pushes IT Out of the Shadows and Into the Driver’s Seat, Says Zendesk

For years, employees braced themselves before contacting IT, dreading long wait times, repetitive questions, and the chance their problem wouldn’t be solved quickly. Zendesk’s latest IT Report suggests those days may be numbered. Artificial intelligence is moving IT leaders into...

AI Blind Spots: 85% of Enterprises Fear They Have Just 18 Months to Catch Up

Enterprises are racing headfirst into artificial intelligence. By the end of 2025, AI investments are expected to hit $644 billion, yet the business case for these massive bets remains shaky. According to the Larridin 2025 State of Enterprise AI Report,...

Five9: Agentic AI Isn’t the Future of CX, It’s Already Here

AI in the contact centre has moved from hype to measurable outcomes. After years of experimentation and small-scale pilots, many organisations are now committing to enterprise-wide deployments. Jonathan Rosenberg, Chief Technology Officer and Head of AI at Five9, believes the timing...

Zoomtopia 2025: AI Companion 3.0, Bringing Agentic AI to Work and Customer Experience

Zoom announced the arrival of AI Companion 3.0, the latest iteration of its intelligent assistant designed to weave agentic AI across every corner of its platform, at its flagship event, Zoomtopia 2025. More than just an assistant, AI Companion 3.0 is...

CallTower Unveils Ascend Teams Contact Center: A New Era of CCaaS Innovation

CallTower has announced the release of its latest solution: Ascend Teams Contact Centre. Built to support the evolving requirements of today’s enterprises, this next-generation platform enables organisations to deliver superior customer interactions, optimise workflows, and gain actionable business intelligence—all directly...