Tag: Customer Experience

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...

Thoma Bravo Finalises Verint Takeover

Thoma Bravo has officially completed its acquisition of Verint, closing the deal on November 26, 2025 and moving ahead with its plan to merge the CX automation provider with portfolio company Calabrio, which it acquired in 2021. The transaction brings together...

Enterprises Are Pouring Money Into AI They Don’t Trust

Big AI budgets are becoming the norm across enterprise tech, even as confidence in autonomous systems remains hard to find. New research from Workato surveyed more than 600 technology decision-makers and found that only 6% currently trust agentic AI to handle...

The US Customer Experience Awards 2026 is Now Open 

The US Customer Experience Awards 2026 is Now Open   The US Customer Experience Awards (USCXA) entries are now OPEN! Organised by Awards International, in partnership with CXM, the USCXA programme invites companies and organisations across all sectors to showcase their most...

Riyadh Air to Become ‘World’s First AI-Native Airline’, Powered by IBM

Riyadh Air has announced a partnership with IBM that will see the Saudi Arabian carrier become what it claims is “the world’s first AI-native airline”, building its operations entirely around AI from launch rather than layering technology onto legacy systems....