Artificial Intelligence

AI Fatigue Is the New Workplace Burnout – and It’s Far More Expensive Than You Think

We probably don’t need to convince you that the level of AI in the workplace today is suffocating. It really does feel like you can’t spend five minutes at work without interacting with some form of artificial intelligence – whether...

Agentic AI Is Outpacing the Proof It Works

Companies that succeed with agentic AI tend to share one habit. They rebuilt how they work before letting the technology run. That finding comes from research by enterprise software firm Pegasystems, which surveyed more than 500 business and IT decision makers...

Half a Million NHS Staff Are Getting Microsoft Copilot — How Might it Empower Their CX Teams?

NHS England announced this week that it will roll out Microsoft 365 Copilot to 505,000 clinicians and support staff. This follows what it describes as the largest AI trial of its kind in healthcare. A pilot involving 30,000 staff across 90...

Verizon CEO Just Said What the Contact Centre Industry Already Suspected About AI and the Workforce

Executives rarely admit in public what they might say in private about artificial intelligence and the workforce, especially contact centre roles. Dan Schulman, chief executive of Verizon, broke that convention at the Bloomberg Tech Conference in San Francisco on 4...

Mitel Targets the Communication Delays Slowing Healthcare Staff

Mitel has launched a healthcare communications portfolio built around clinical workflows, pulling bedside terminals, alarm routing, dispatch consoles, and contact centre tools into one stack aimed at hospitals. Hospitals run on tools built for offices, and often clinicians lose time working...

Finance Leaders Admit Their Strategies Risk Trapping Vulnerable Customers in AI Doom Loops

Most senior decision-makers across UK financial services now accept that their own approach to artificial intelligence could harm the customers who depend on support the most. New research from ArvatoConnect, which surveyed 1,000 leaders across banks, insurers, fintechs, building societies...

ServiceNow to Elevate AI Governance With New Cognizant Neuro AI Trust Integration

Cognizant has announced the integration of its Neuro AI Trust platform with ServiceNow. It will combine ServiceNow’s AI Control Tower with Cognizant’s real-time assurance infrastructure. The result is designed to give enterprises a single environment in which AI governance is...

Generative vs Conversational vs Agentic AI: Which is Best for Your CX Strategy?

Most business leaders already know that they need some sort of AI in their customer experience strategy. In fact, about 91% say they’re under more pressure to deploy intelligent tools than ever. The tricky part is deciding which flavour works...

Sitecore Buys Scrunch to Fight for Brand Visibility Inside AI Answers

Digital experience software vendor Sitecore has acquired Scrunch, an AI customer experience platform that tracks how brands turn up inside AI-generated answers, in a deal aimed at one of the harder problems in marketing right now. Buyers research products, compare...

8×8 Launches Pulse to Turn Conversational Data Into Actionable Business Intelligence

8×8 has introduced 8×8 Pulse, a conversational intelligence solution designed to surface insight from the calls, emails, chats, and support interactions that businesses already generate, but rarely use systematically. The platform is built on what 8×8 describes as a native conversational...

When Patients Pick a Doctor, AI Beats Google and Word of Mouth

Choosing a doctor used to mean asking a friend, trusting a referral, or scanning an insurance directory. The decision has moved online, and patients increasingly hand the early research to a chatbot before they ever book an appointment. New data...

Autonomous AI Lost the Contact Centre to Humans and AI, Study Reveals

Across six customer-facing functions, enterprises have settled on the same answer to how they run service, and it is not what the autonomy narrative predicted. Human agents working with AI rank as the most-cited approach everywhere, from technical support to...