Tag: Customer Experience

British Airways CEO Warns of a Future Where Brands Get Ignored

British Airways is preparing for a future where customers may no longer choose airlines at all. Instead, AI agents could do it for them, deciding which flights to book and which brands never even appear. Speaking at Globant’s Converge 2025 event...

Freshworks Acquires FireHydrant to Strengthen AI-Driven IT Operations

Freshworks is expanding its IT operations capabilities with the acquisition of FireHydrant, an AI-powered incident management and reliability platform. The move brings incident response and reliability engineering closer to IT service management, as organisations look for faster ways to detect,...

Google’s AI Is Phoning Businesses for Pricing and Many Aren’t Answering, Survey Reveals

Google’s AI is picking up the phone and calling local businesses to ask for pricing, and a new study shows many businesses are failing to respond. Introduced in July 2025, Google’s AI option in Search can check pricing at the US...

PCI Pal Speeds Up MCP Support to Secure Payments in AI Conversations

PCI Pal has announced plans to fast-track support for Model Context Protocol (MCP), a new open standard that helps conversational AI systems connect safely with external services. The update, expected to be available in the coming months, aims to help...

The New Playbook for Customer Experience Design: Orchestrate Channels, Design Emotions, Prove Impact

Here’s something most businesses are going to learn fast in 2026: Teams that treat customer experience design as the operating system for their business earn the right to keep customers. When context, policy, and people line up around a single...

Gartner: AI Hasn’t Shrunk CX Workforces, Yet

Amid ongoing debate about whether artificial intelligence will replace frontline service workers, new research from Gartner suggests the situation is far more nuanced. A survey of 321 customer service and support leaders found that only 20% have reduced agent headcount...

Oracle’s AI Agents Aim to See Everything Happening in Your Business

During its Q2 2026 earnings call, Oracle described a growing push toward AI agents and their role in helping enterprises use their data more effectively across customer-facing operations. While the call covered cloud revenue, infrastructure expansion and multicloud growth, the...

easyJet Taps Emplifi to Boost CX

CX and social media marketing platform Emplifi has partnered with easyJet to strengthen the airline’s customer care operations across social media, using AI-powered tools to improve response times and service consistency. The collaboration will see easyJet adopt Emplifi’s customer care platform,...

Inside DVLA’s Quiet AI Revolution

When the Driver and Vehicle Licensing Agency decided to overhaul its customer-service operation, it did so without fanfare. There was no flashy launch, no breathless tech campaign, no sweeping promises about “reinventing the public sector.” Instead, DVLA embarked on a multi-year...

Selectour and Kleio’s Conversational AI Launches Agentic Travel Commerce

After a hard year’s work embedding across huge numbers of businesses, it looks like AI is taking a well-earned holiday with Selectour. The French independent travel agency has added AI to its customer website Selectour.com, and set it to work...