Customer Experience

Chatbot Best Practices for 2026: Designing Chatbots that Customers Trust, Instead of Tolerating

Most chatbot deployments get the job done, to an extent. Companies launch their bots on time, ticket rates go down, and everyone feels like the tech is justified, until they realise customer satisfaction scores aren’t improving. Loyalty levels are dropping...

Level AI’s New Platform Challenges the Human vs. AI Debate in Customer Service

Level AI has announced a major expansion of its AI Virtual Agent platform, making the case that businesses have been asking the wrong question. Human agents or AI agents, it should never have been a choice. The company is taking direct...

Tealium and Diabolocom Partner to Provide Context-Aware CCaaS

Customer expectations are rising fast. People want quicker answers, more personalised service and smoother experiences across every channel. In response, technology providers are increasingly joining forces to close gaps in their offerings. The latest example comes from Tealium and Diabolocom,...

Google and Klaviyo Partner to Turn Search Queries into Real-Time Customer Conversations via RCS

Google and Klaviyo have announced a strategic partnership that lets consumers chat directly with a brand from a Google Search result, without visiting a website or downloading an app. The deal brings together Google’s search and advertising reach with Klaviyo’s customer...

ServiceNow Launches Autonomous Workforce with AI Customer Service Specialist

ServiceNow has launched Autonomous Workforce, a team of AI specialists capable of performing complete roles within an organisation. They will have the authority and controls needed to carry out real enterprise work, which ServiceNow says will enable employees to focus...

35% of Professionals Say User Emotions Are the Most Ignored Factor in Service Design

New global research from Designit, Wipro’s experience innovation company, has put a number on something many in the industry have long sensed: 35% of design professionals say that the emotional states of users are the most overlooked factor in service...

Infobip’s New AgentOS Puts AI in Charge of the Entire Customer Journey

Infobip is preparing to launch AgentOS, an AI-native platform built to orchestrate autonomous customer journeys at scale. The platform marks a fundamental change in how the company operates, enabling businesses to move beyond static campaigns and workflows toward goal-driven, adaptive...

CX Lore: Building Strong BPO Partnerships is Key

In this episode of CX Lore, David Dungay is joined by David Neale, CEO and Founder of GBPO Solutions to talk about his BPO accreditation programme and the gaps he saw in the market which led to its creation. In today’s...

Malaysia Airlines Deploys Ada’s Agentic CX Platform

Malaysia Airlines is expanding its digital service strategy through the adoption of Ada’s Agentic Customer Experience (ACX) model, which now powers its AI customer service agent, ‘Mavis’. The system is designed to support travellers at multiple points across the journey,...

SurveyMonkey Opens Its Doors: Free AI Research Tools Now Available With No Sign-Up Required

SurveyMonkey has launched a free tools hub giving anyone access to AI-powered survey creation, research calculators, and analysis tools with no account or sign-up required. At the heart of the new hub is an AI survey generator that takes a plain-language...

CXM talks to analyst Justin Robbins at Contact Centre Expo about the types value users focus on

...

UK EX Awards: Kerry Sudale Warns of AI Use in Recruitment Processes

...