Artificial Intelligence

Big Tech is Increasingly Moving Beyond ‘Human in the Loop’: Can Agentic AI Oversee Its Own Governance?

The human reviewer at the end of your AI pipeline may be less useful than you think. That, at least, is the argument being made by one of Amazon’s most senior security engineers. The rest of Big Tech appears to...

Bad Messaging Is Sending Customers Running and AI Is Not Saving the Day

Send a customer one badly worded message too many and they will not stick around to read the next one. Poor communications now drive most people to walk away from their providers, and the AI meant to smooth things over...

Alvaria Embeds Parloa AI Agents into Compliant Outbound Outreach

Alvaria and Parloa have integrated their platforms to give enterprises in regulated sectors a way to run multilingual AI voice and chat agents across outbound outreach without loosening compliance controls. Alvaria has embedded Parloa’s agentic AI into the Alvaria Intelligence...

Your Customer Experience News Roundup: Anthropic’s Models Go Dark, Salesforce Has a Busy Week, and 79% of Your Customers Won’t Wait

This week in customer experience news, a US government export control directive pulled the most advanced AI models on the market from enterprise customers mid-deployment. Meanwhile, Salesforce acquired a colossal business, expanded a major data partnership, and shipped a general...

Your Employee Experience Roundup: Meta Thinks Snacks Can Fix a Morale Crisis, and the Frontline Left Behind (Again)

This week in employee experience, a single theme runs through the headlines: AI is widening the gaps that already exist inside the workforce. At Meta, an AI restructure has driven employee morale to a near 20-year low – and the company...

Meta’s Employee Morale Crisis: Why Snacks Can’t Fix a Trust Problem

Meta’s own technology chief has admitted employee morale is near a 20-year low. The company’s response – capping manager workloads on one hand, raising the snack budget on the other – shows leadership still misreading the problem it created. When CXM...

Employee AI Training for CX: How to Actually Prepare for Human–Machine Collaboration

No one really planned for a day when companies would be onboarding AI agents more often than interns, but here we are. We’ve been building to this for a while, first with chatbots, then AI-powered routing, then a few more...

Amazon Is Investigating the Engineers Who Testified Against Its Data Centres

Amazon is investigating three of its engineers after they testified before the Seattle City Council last month in support of a moratorium on new AI data centre construction. This is a move the employees’ lawyers say violates a local ordinance...

The Future of CX: Where VoC Goes from Here

In this interview, CXM sat down with Carlos Espinosa, Executive Chairman of Clientship, to talk about the future of Voice of the Customer (VoC) and his company’s plans to approach things differently. The State of VOC Today: An Honest Assessment The honest...

Knowing a Brand No Longer Means Choosing It

For as long as marketing has had a budget, the theory held firm: recognition does the heavy lifting. Get a customer to know your brand, trust it, and recall it at the moment of need, and the purchase tends to...

Dialpad Surfaces Calls Inside Google Workspace So Teams Skip the CRM

Dialpad customer conversations will now flow directly into Google’s Gemini Enterprise and Workspace apps, letting teams pull insights from call transcripts and interaction history in plain language without opening a CRM, the AI customer experience vendor has announced. The integration brings...

Pega Adds Agentic AI Marketing Layer to Its Decisioning Platform

Pegasystems has added a new layer to its Customer Decision Hub platform. Pega Customer Engagement Studio, announced this month at PegaWorld in Las Vegas, is an agentic AI workspace that pulls Pega’s own agents and outside tools together so a...