Artificial Intelligence

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...

The Frontline AI Gap: Why Frontline Workers Use AI Three Times Less Than Desk Staff

Another report shows the frontline workforce being left behind – this time on AI. New research from Workvivo by Zoom has found a frontline AI gap emerging. The study of 4,736 frontline and desk employees revealed that frontline workers are three times less likely...

Salesforce and Databricks Partner to Elevate Cross-Platform Data Governance Guardrails for AI

Salesforce and Databricks have announced an expansion of their strategic partnership. It introduces cross-platform data governance AI capabilities aimed at keeping corporate data secure as businesses deploy autonomous agents. The updates build upon the companies’ existing “Zero Copy” architecture. This allows...

‘LLMpathy’: Why AI Empathy Is Now a Business Risk

Wait. No way. 71% of consumers in a global study of over 11,500 people believe AI cannot create genuine human connection. That’s a clear majority view. And yet we are deploying AI empathy at scale, across customer service, coaching, healthcare, HR,...

12 AI Quality Assurance Tools That Help Improve Customer Experience

Most contact centres still run quality assurance programmes like it’s 2009. A few calls get sampled, somebody fills out a form, an agent gets a score, and everyone pretends that represents reality. Manual QA usually touches a tiny number of...

Copilot Cowork For Dynamics 365 is Now Generally Available: Microsoft Winds Up Its AI Clockwork for CX Teams

Microsoft has moved its Copilot Cowork platform into general availability worldwide, officially connecting its multi-step AI orchestration tool to Dynamics 365 Sales and Customer Service. The release transitions the system from a three-month corporate preview into a standard production product. This...

Customer Experience Compliance: How Regulation Became CX’s Best Growth Lever

Customer experience compliance has an image problem. Mention it in a planning meeting, and most people picture fines, audits, and the unglamorous cost of staying on the right side of regulators. That picture is out of date. As AI takes over...

HubSpot Folds Quote-to-Cash into its CRM with New Revenue Hub

HubSpot has brought quoting, contracts, billing, and payments into its CRM through Revenue Hub, a product that unifies revenue data with the customer records sales and service teams already use. The launch answers a problem HubSpot found across go-to-market teams, in...

79% of Customers Would Ditch a Brand for a Faster Rival

Artificial intelligence has worked its way into nearly every stage of the consumer buying journey, yet the moment that wins or loses a sale still comes down to something simpler: speed. Most brands are too slow when it comes to...

Salesforce Puts $1bn Behind Agentforce in Italy, and One Number Tells the Real Story

Salesforce is spending $1 billion in Italy over the next five years. The money buys a new Milan office at Palazzo Missori, a hiring push in data science and deployment engineering, and a training programme called the Enterprise Architecture Academy....

Glia’s New AI Takes On Outreach Banks Can’t Do by Hand

Community banks and credit unions can now offload the outbound calls and texts they have never had the staff to make by hand, after Glia launched Glia AI Outreach, an automated voice and SMS tool that reaches customers about events...

What Anthropic’s Fable and Mythos Drama Really Means for Customer Experience Leaders

Anthropic’s Fable 5 and Mythos 5 AI models were suspended by the US government export control directive on 12 June 2026, following national security concerns. This was a first for any major AI lab. The shutdown has immediate implications for...