Artificial Intelligence

Digital Customer Engagement Essentials: The Strategy Layers that Customers Notice

The majority of brands think they’re doing a decent job with digital customer engagement. They’re embracing channels all over the place, jumping on social media, community forums, even things like RCS and WhatsApp. But for a lot of customers, the...

PwC Report Suggests Users With AI Skills Are at a Premium for Employers: Key Takeaways for CX and Contact Centre Teams

UK hiring for AI-related roles surged 61% over the past year, rising from 112,000 positions in 2024 to 180,000 in 2025, indicating the evolving skillsets are at a premium for many industries and businesses. This transpired even as overall job...

Salesforce Buys Fin for $3.6 Billion, Adding a Fast-Deploy Customer AI Agent to Agentforce

Salesforce has agreed to buy Fin, the AI customer agent company formerly known as Intercom, for about $3.6 billion, giving the CRM company a ready-made support agent to sell next to its own AI platform. The deal is expected to...

Impressive AI Chatbot Examples Leaders Should Learn From in 2026

There are two kinds of AI chatbot case studies circulating right now. The first makes you wince; a bot that confidently answers the wrong question, or stonewalls at the moment it matters most. The second actually teaches you something. That...

TELUS Digital and Cresta Team Up to Run AI and Human Agents Side by Side for Enterprise Clients

TELUS Digital and Cresta have agreed a partnership that makes TELUS Digital a preferred implementation partner for Cresta’s customer experience AI platform, giving enterprises a single route to deploy AI agents, augment human agents, and analyse every customer interaction. Enterprises that...

New 8×8 Capability Lets Contact Center Agents, Customers Speak Different Languages on the Same Call

When a customer phones a contact centre in a language the agent doesn’t speak, the usual outcomes are a transfer, a callback, or an abandoned call. 8×8 is endeavouring to cut that short, introducing live simultaneous voice translation to its...

Fresh ServiceNow and Salesforce Layoffs Coincide With Growing Focus on AI Productivity

ServiceNow and Salesforce are both making workforce reductions, with executives at each company increasingly highlighting AI as a driver of productivity and organisational change. The developments come as both vendors continue to invest heavily in AI-powered products designed to automate workflows,...

Your Customer Experience Roundup: Verizon Says the Quiet Part Out Loud, The Pricing Model Is Changing, and Your AI Agent Now Has an Agent

This week in customer experience, a telecom CEO said what most of his industry peers are thinking but declining to put on record; the earnings season continued its quiet argument for outcome-based AI pricing, and the contact centre software market...

No Seats, Just Outcomes: Adobe Quadruples CX AI Revenue and Overhauls How It Sells Agents

Adobe’s AI-first revenue inside its Customer Experience Orchestration business grew four times year-over-year in the second quarter of fiscal 2026, the company reported on its Q2 2026 earnings call. In the same quarter, Adobe moved its agentic CX system into...

Your Employee Experience Roundup: The AI Efficiency Pushback, Forrester’s Sobering EX Data, and 61% Cover Their Backs At Work

This week in employee experience, the rush to make short-term AI efficiency gains saw pushback at the Festival of Work 2026, where speakers urged organisations to adopt a more people-centric approach to AI. Meanwhile, fresh Forrester data shed light on how...

Trust Leaves Luxury Brands the Moment the Human Touch Does

Luxury sells more than product. Customers pay a premium for the craft, the care and the confidence that someone will look after them long after they leave the store. New research from CX design consultancy Engine finds that too many...

The Best Customer Service Automation Software in 2026

Automation hasn’t broken customer service. The way most companies are deploying it has. The instinct is understandable. You can close tickets faster, deflect more calls, and reduce headcount pressure. However, speed without resolution is just friction on a faster track....