Customer Experience

Agent Assist Risks: How to Stop Copilots from Destroying Customer Trust

Agent Assist is the version of AI everyone feels good about. It’s not replacing agents. It’s helping them. It keeps a person between the system and the customer. That feels controlled. But feeling controlled isn’t the same thing as being...

Preparing for AI Outages in CX: What to Do When AI Stops Working

We’ve all felt the frustration that comes from AI having a “bad day” at some point. Like it or not, most CX employees rely on AI for something, whether it’s routing customers, analysing sentiment, or giving them tips on what...

Retail vs. Healthcare vs. Tech: How CX Challenges Differ Across Industries (And What We Can Learn)

The CX profession loves universal principles: journey mapping, closing the loop, and proving ROI. But spend time with leaders actually doing the work, and the industries that share the same language are fighting very different battles underneath. Here’s what three...

Avaya Launches a Voice Platform for When Failure Isn’t an Option

Avaya’s new mission-critical voice platform, Nexus, targets organisations in healthcare, financial services, emergency services, public utilities, and government and defence, where an outage is a crisis. These are sectors where standard collaboration tools have long struggled to meet the demands...

Toma IQ Turns Employee Behaviour into AI Policy

Automotive AI platform Toma has launched Toma IQ for car dealerships, a product designed to train its AI agents on real conversations. It uses reinforcement learning from human feedback to align AI behaviour continuously with store-specific policies. It arrives at...

5 Unconventional Strategies CX Stars Used to Win Over the C-Suite

Getting a great CX idea approved is often harder than executing it. Budgets are tight, executives are sceptical, and “improving customer experience” rarely competes well against a cost-reduction target in a board meeting. The CXM Stars 2026 features several leaders...

Fiber Broadband Association: Explore the Story Behind Your NPS

A Net Promoter Score (NPS) is just a number, but what matters most is why you received that score. What is the story behind it? With research by Qualtrics suggesting poor CX globally puts $3.8 trillion in sales at risk...

Appeals Court Clears Perplexity AI’s Shopping Agent to Run on Amazon, For Now

A federal appeals court has temporarily restored Perplexity AI’s ability to operate its agentic shopping tool on Amazon’s platform, pausing a lower court ruling that had ordered the startup to stop. The 9th U.S. Circuit Court of Appeals issued an administrative...

Are You Speaking to Your Customers or Past Them?

The words a brand chooses to describe its products say as much about its assumptions as they do about the products themselves. Those assumptions may be badly misaligned for financial companies, according to new research from Reach3 Insights, which finds...

Qualtrics X4: Experience Agents, Synthetic Panels, and AI Analytics Land Across All Three Suites

Qualtrics has rolled out its most comprehensive product update to date, launching new AI-powered capabilities simultaneously across its Customer Experience, Employee Experience, and Market Research suites at the annual X4 summit. The announcements span autonomous agents that resolve customer complaints...

Salesforce Deploys a Team of AI Agents into Sales

Salesforce has announced a significant expansion of Agentforce Sales, introducing a dedicated team of AI agents built to run various aspects of the sales pipeline. The announcement marks a shift from AI as a productivity aid to acting like a...

RCS Adoption in Regulated Industries Gets a Boost: Televox and Twilio Expand Two-Way Messaging Capabilities

If you have ever received a text from your doctor’s office confirming an appointment, or an automated call from a hospital asking you to reschedule, there is a reasonable chance the technology behind it was built by Televox. The digital...