Customer Experience

SoundHound AI Launches Sales Assist, a Real-Time AI Agent for the Retail Sales Floor

SoundHound AI has announced the launch of Sales Assist, a voice-powered AI agent designed to support in-store retail staff during live customer conversations. The tool delivers instant, data-driven recommendations, including upgrades, bundles, trade-in promotions, and accessories, directly to a tablet...

Inspiring Citizen CX for Medway Council

Digital transformation in public services is often sold as a productivity problem — reduce costs, increase throughput, automate the rest. But as former Deputy Mayor of Medway Douglas Hamandishe makes clear, that framing misses the point entirely. The real challenge...

Staffing Still Matters for CX, Gallup Survey Reveals

Artificial intelligence is widely seen as the engine of a leaner, more productive future. Across industries, organisations are reducing headcount, automating tasks and pushing employees to do more with less. However, new research by Gallup suggests that even as automation...

Same Experience, Different Score: How Cultural Bias Breaks Global CX Measurement

If your company runs customer satisfaction surveys across multiple countries, you might believe a high score means happy customers and a low score means trouble. Yet, according to the latest research from Ipsos, When Difference Doesn’t Mean Different, that assumption...

Salesforce Continues AI Drive with Momentum Acquisition

Salesforce’s latest acquisition is a clear demonstration of its conviction in its AI solutions, most notably Agentforce. With shares sliding over the past year and speculation around valuation intensifying, however, questions remain about whether this aggressive expansion is courageous or...

Verizon Tightens Device Unlock Rules Amid Growing Customer Losses

Verizon has introduced sweeping new device unlock restrictions just months after its new CEO publicly admitted the carrier is losing customers due to poor value, price hikes and friction in the customer experience. Following FCC approval to waive a rule requiring...

Five9 Reports Record AI-Driven Growth, Following Sector-Wide Paradox

Five9 has delivered standout earnings driven by accelerating enterprise AI adoption. Despite strong financial performance and bullish forecasts, however, the cloud contact centre provider’s share price has continued to slide. This reflects a similar disconnect across the customer experience technology...

CrowdStrike and Qualtrics Join Forces to Lock Down Customer and Employee Experience Data

When companies collect feedback from customers and employees, they gather some of their most sensitive information: opinions, behaviours, preferences, and pain points. To ensure that data stays protected, CrowdStrike and Qualtrics have announced a new integration designed to bring enterprise-grade...

Krisp Launches Voice Translation SDK to End Language Barriers in Live Customer Conversations

Krisp has launched its Voice Translation SDK, enabling CX platform developers to embed real-time, voice-to-voice translation directly into live customer conversations. The SDK supports more than 60 language combinations and is built for synchronous, two-way interactions where clarity and conversational...

CX Leaders Reassess Outsourcing Partners Despite Positive Results

Customer experience outsourcing is entering a new phase of maturity, according to the latest SupportNinja survey. Outsourcing has shifted from a tactical function to a central pillar of CX execution, yielding high satisfaction scores. Nevertheless, many organisations appear to be...

Verint Confirms Single Brand Identity Following Calabrio Merger

Verint has announced that the combined organisation created through its merger with Calabrio will operate under the Verint name going forward, ending any uncertainty about brand direction following the deal’s completion late last year. The decision comes after teams from both...

The Winners Revealed! 150 CXM Stars in 2026

The votes are in, the judges have deliberated, and the results are finally here! We’re delighted to unveil the CXM Stars 150 winners for 2026 — celebrating the most dynamic, impactful, and inspiring customer experience leaders and influencers from around...