Customer Experience

The Best Experience Management Platforms: Are You Ready to Compete in the Experience Economy?

Experience management ranks among the hardest problems in business, and the difficulty has nothing to do with whether companies take it seriously. Most do and the evidence linking experience to growth is extensive and well-rehearsed. The real problem is that...

40% of AI Service Interactions Now Complete Without a Human. What Does That Mean for the Other 60%?

When an AI agent resolves a customer’s issue without any human involvement, it counts as a win. However, as those wins accumulate, a hidden problem is taking shape on the other side of the interaction log. Salesforce’s latest State of Service...

Predictive Loyalty Programmes: Where Customer Loyalty Is Heading Next

People still say they like loyalty programmes. Around 85% say they influence whether they stick with a brand, and 57% say they help them feel more connected. At the same time, a lot of these programmes feel like they’re running...

8×8 Usage Revenue Hits Record High While AI Volumes Surge and Per-Seat Era Fades

8×8 has closed its fiscal year with four consecutive quarters of revenue growth, and Q4 FY2026 reveals AI is handling interactions that used to require human agents, while the pricing models built around those agents are changing with it. The headline...

Quantum AI in CX: The Next Leap in Customer Experience Is Closer Than You Think

Every time you think you’ve just about gotten to grips with the next big thing in customer experience, something new comes along. In the last couple of years, we jumped from generative AI to agentic AI; now it seems like...

Half of Consumers Have Switched Brands Over In-App Payment and Refund Experience

Brands know their apps are missing financial tools that customers want. Most are doing nothing about it. As a result, The more customers are walking away, choosing rivals whose apps make paying, earning rewards, and getting refunds faster and simpler. New...

The hidden stories running your organisations – and how to change them 

In many organisations, change initiatives fail long before implementation: they get derailed by the stories people tell about the organisation and the strategy.  These stories are rarely visible on any org chart or strategy deck, yet during periods of rapid growth,...

The Chatbot Era Is Over: Zendesk Launches an Autonomous Service Workforce

At its annual Relate conference, Zendesk has replaced its deflection-focused bot model with a new approach built around specialised AI agents that are accountable for outcomes. The company’s new vision, branded the Autonomous Service Workforce, puts a unified Resolution Platform at...

UK Consumers Are Screening Out Legitimate Businesses Because They Can No Longer Tell What Is Real

Contact centres have spent years optimising dial rates, agent scripts, and channel strategies. But a growing body of evidence suggests the most consequential decision in outbound contact now happens before any of that comes into play. It is whether the...

8×8 Taps OpenAI’s Latest Voice AI Model to Make Agents More Reliable

8×8 has added support for OpenAI’s GPT Realtime 2 inside 8×8 AI Studio, giving businesses running live voice agents a more dependable engine for real-time customer conversations. The update is available now to customers in 8×8 AI Studio’s early availability programme,...

Qualtrics Acquires Press Ganey Forsta for $6.75 Billion

Qualtrics has completed its $6.75 billion acquisition of Press Ganey Forsta, the healthcare experience measurement company used by more than 41,000 healthcare facilities, including the majority of U.S. hospitals. The deal, which was first announced in October 2025, is the...

CallForce and OnviSource Think Traditional BPO Is Already Obsolete. OnviForce Is Their Answer

South African business function outsourcer CallForce and US-based AI analytics and automation provider OnviSource have announced the launch of OnviForce, a joint venture that delivers AI-native outsourcing services from South Africa to organisations in global markets. The venture represents a deliberate...