Artificial Intelligence

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....

Festival of Work 2026: AI Can Strengthen the CX–EX Link – or Sever It

We’ve known for a long time now that ‘happy employees equals happy customers’. But what is changing is how quickly that CX–EX link can be strengthened or broken as AI becomes increasingly embedded into work. At Festival of Work 2026, the...

NiCE Rebuilds its CX Platform Around Agentic AI Instead of Tacking It On

NiCE has rebuilt its CX platform around agentic AI, treating the technology not as a feature added to its contact centre software but as the platform’s foundation. At NiCE World 2026 in Orlando, the company said NiCE Cognigy’s agentic AI...

Festival of Work 2026 Takeaways: The Efficiency Obsession With AI Is Backfiring

Peter Cheese opened the Festival of Work 2026 with a memorable comment that set the tone for the rest of the event. The pace of change has never been faster, he told the audience in his final address as Chief...

What Is ChatGPT Saying About Your Brand? Sprinklr’s AI Visibility Tool Will Help You Find Out

Sprinklr has launched a tool that lets enterprises monitor how they appear in AI search results. It will also empower them, where necessary, to do something about elevating their brand visibility. LLM Insights, announced this week and now in limited preview,...

Oracle Earnings CX Analysis: AI, Cloud Ambitions Boom With Over 1,000 Agents Deployed Across App Suite

Oracle’s fourth quarter was, certainly, a busy one, as its investment in cloud and AI infrastructure continued to boom, underpinning its long-term CX strategy. Over 300 Fusion customers went live during the period, among them Westfield Insurance on Fusion ERP, Piraeus...

Microsoft AI Boss Dials Back Prediction that AI Will Displace White Collar Jobs

When Mustafa Suleyman told the Financial Times in February that AI would reach “human-level performance on most, if not all, professional tasks” within 12 to 18 months, it made uncomfortable reading for anyone running a contact centre workforce. The Microsoft...

The Best AI Copilots for Contact Centre Agents: Machine Colleagues that Support CX Teams

Customer service is in a weird place. AI is everywhere, so responses are faster, tickets move quicker, and 24/7 support is pretty much expected. Still, leaders continue to grapple with miserably low satisfaction scores, higher churn, and bigger acquisition costs. That’s...

Zoom Brings UK Data Hosting to Its Contact Centre and AI Tools — and Isn’t Charging Extra for It

Zoom’s UK data infrastructure is operational. The company has launched regional hosting across more than twenty of its platform services. These include Zoom Contact Center, Zoom Phone, Zoom Virtual Agent, and its Workplace AI features. As a result, UK-processed customer...

Should Your AI Agent Get Its Own AI Agent? Decagon Thinks Yes

Your AI agent now has a colleague, and it is also an AI agent. Decagon’s new tool, Duet Autopilot, takes over the job a human team usually does on a customer-service agent, finding the faults, drafting the fixes, testing them,...

BT Taps Anthropic’s Powerful Project Glasswing to Harden UK Network Security and Secure Customer Engagement

BT has confirmed it is joining Anthropic’s Project Glasswing, becoming the first UK enterprise to publicly declare membership of the initiative. The announcement came at the UK Government’s AI Adoption Summit, where BT Chief Executive Allison Kirkby committed the company...

Meet Your New CX Editor

Every time you chase a missing parcel, extensively argue with an automated phone menu, or receive a follow-up email so perfectly timed it’s uncanny, you are living and breathing inside someone’s customer experience strategy. CX is not a vertical. It...