Customer Experience

TTEC Pauses 401(k) Match to Fund AI, as Corporate Benefits Rollbacks Spread

TTEC is the latest company to come under scrutiny for rolling back employee benefits – and this time it is retirement savings taking the hit. The global customer experience services provider has paused its 401(k) match for its 16,000 US...

Quiq Adds Voice AI to Target the Messy Reality of Scaling CX Automation

Enterprise agentic AI platform Quiq has launched Voice AI and advanced its platform to help organisations move from standalone AI experiments to full-scale, production-grade deployments across the customer journey. The company also unveiled a new brand identity to accompany the...

Cavell Launches CX Summit for the Communications Channel

Cavell has announced the launch of the Cavell CX Summit 2026, a new standalone event focused on customer experience (CX), contact centres, CCaaS, and AI-driven customer engagement for service providers, MSPs, channel partners, and technology vendors. Taking place on Tuesday, 16th...

RingCentral to AI Purists: You Still Need Humans and We’ve Got the Platform to Prove It

RingCentral ended the Q1 2026 with more than 11,800 paying customers for its AI Receptionist (AIR) product, a 40% increase from the previous quarter, as the company doubles down on what CEO Vlad Shmunis calls a “hybrid human-in-the-loop” approach to...

NPS and eNPS, Not NPS vs eNPS: Why You Need a Holistic View of Net Promoter Score

Net Promoter Score (NPS) is consistently one of the most popular customer experience metrics out there. It’s easy to track, simple to read, and it’s actionable. As soon as NPS drops a couple of points, everyone jumps into action, trying...

Britain’s Favourite Way to Complain Is No Longer a Phone Call

Understanding how customers want to be contacted has become one of the most consequential questions in customer experience. Get it wrong, and organisations risk losing people before an interaction even begins. Get it right, and the returns show up in...

Your Employee Experience Roundup: Microsoft’s AI Findings, Deloitte’s Two-Tier Benefits Controversy, and ServiceNow’s Autonomous HR Push

This week’s big research drop is Microsoft’s 2026 Work Trend Index, with findings that point the finger at management for stalling AI progress. Deloitte is under scrutiny for a two-tier benefits decision that’s prompting wider questions about how organisations value...

NiCE Is Discounting Its CCaaS Products to Lock Customers Into Long-Term AI Contracts

NiCE has reported Q1 2026 results, with CEO Scott Russell and CFO Beth Gaspich spending much of the earnings call explaining a commercial strategy that tells a bigger story about where the contact centre market is heading. The company is...

Cemantica Acquires Luminoso to Add Natural Language Intelligence to Its Journey Platform

Cemantica has acquired Luminoso, a Boston-headquartered natural language understanding and experience analytics company, in a deal that brings text analytics capabilities into Cemantica’s Journey Value Management Platform (JVMP). The Paris-based SaaS provider announced the acquisition as a way to strengthen how...

When Employee Onboarding Fails, Customers Feel It Too

Employee onboarding is arguably the most important moment to get right in the employee experience. Yet this is exactly the point where organisations are failing their people. And the problem is getting worse. Recent research from Qualtrics highlights a sharp decline...

ServiceNow Goes All In on Autonomous Enterprise AI at Knowledge 2026

ServiceNow announced its most ambitious set of enterprise AI releases to date at its annual Knowledge 2026 event in Las Vegas. A new unified AI experience called ServiceNow Otto, an expanded Autonomous Workforce of AI specialists, and a significantly upgraded...

Genesys Partners With Meta to Unify Voice, Messaging and AI Inside WhatsApp

Genesys has partnered with Meta to enable organisations to manage voice, messaging and AI-powered engagement inside WhatsApp through the Genesys Cloud platform. Customers will be able to switch between text-based conversations and live voice calls without leaving WhatsApp, removing the...