Customer engagement

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...

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....

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...

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...

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...

Most Brands Are Failing to Turn AI Into Customer Engagement Results

Almost every brand has invested in AI for customer engagement. Yet, very few are seeing returns. Two new studies, one from Forrester Consulting and one from behavioural science consultancy Cowry, suggest that the industry’s spending spree has not yet produced...

CX Vision 2035 – THE Event to Cater for the Next Decade of CX

The CX event landscape has become me-too, stagnant, and often fails to arm CX professionals with the right tools and know-how to manage the future of customer behaviour and engagement. CX Vision 2035 launches this November at Wembley Stadium with...

From INBOUND to UNBOUND: HubSpot Declares the Funnel Era Over

HubSpot has announced that its flagship annual conference, INBOUND, will be renamed UNBOUND from this year. The event, which has drawn hundreds of thousands of marketers and business leaders over 15 years, will take place under its new name in...

McKinsey Uncovers Lessons on Customer Engagement from Asia

Asia is quietly rewriting the rules of customer engagement, and the lessons it offers have never been more important for Western brands. A new McKinsey report has identified six business model archetypes piloted across Asian markets generating growth rates well...

Zoom Contact Center Adds Pindrop’s Deepfake Detection and Voice Verification

Zoom has integrated Pindrop’s real-time deepfake detection and voice identity verification technologies directly into its contact centre platform. The move embeds Pindrop’s voice authentication, synthetic media detection and fraud risk intelligence to detect impersonations and verify callers in real-time across...