Tag: Artificial Intelligence

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...

This Week in CX: AI Challenges, Gen Z Habits, BNPL Risks

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored why CX leaders still struggle to turn AI investments into results, why more than half of Gen Z check employer social media before applying,...

CallMiner’s 2025 CX Landscape Report Highlights AI’s Rapid Growth Despite Governance Gaps

Generative and agentic AI are no longer experiments for most customer experience (CX) leaders. According to CallMiner’s 2025 CX Landscape Report, 96% of global CX and contact centre leaders believe implementing AI (including generative and agentic AI) is key to...

PolyAI Expands Beyond Front-Line Automation with New Agentic AI Roles

PolyAI is extending its AI platform with the launch of three new agentic AI roles: QA Agents, Analyst Agents, and Builder Agents. The expansion builds on its existing customer-facing automation to create a dynamic, self-improving workforce designed to deliver continuous...

When Insights Don’t Connect, AI Becomes an Expensive Illusion

The AI gold rush is well underway. Companies are hiring data specialists, building integration pipelines, and investing heavily in artificial intelligence to sharpen decision-making. Yet, many of those efforts are built on shaky ground. Without connected insights, AI could become...

CX Leaders Love AI, So Why Can’t They Make It Work?

Most (96%) of customer experience (CX) leaders worldwide now see artificial intelligence, spanning generative AI and agentic AI, as a cornerstone of their strategy, a sharp rise from 87% last year, according to CallMiner’s newly released 2025 CX Landscape Report...