Customer Experience

Customer Service Leaders Under Pressure to Deploy AI, Gartner Finds

Customer service leaders are facing mounting pressure to accelerate artificial intelligence adoption, as organisations push to modernise operations and improve customer experience. New research by Gartner suggests that AI is no longer viewed as an optional enhancement, but as a strategic...

Zoom Research Explores AI’s Impact on CX

New research commissioned by Zoom reveals just how central artificial intelligence is becoming to modern customer experience strategies. The report, carried out by Morning Consult and co-produced with CMSWire, paints a clear picture of a fast-moving landscape in which AI...

A Growing Market: Real-Time AI Coaching for Customer Reps

The real-time AI coaching marketplace for customer support agents continues to accelerate, with WINN.AI being one of the latest platforms to secure fresh investment to fuel its expansion. The Tel Aviv-based company has now raised $18 million in Series A funding,...

Questioning AI Rarely Improves Its Answers, Study Finds

Most of us have been there. You ask an AI assistant something, it spits out an answer that feels off, and you fire back with a hopeful “Are you sure?” Maybe it backtracks, or doubles down. Either way, you’re left...

The Best AI Sentiment Analysis Tools for CX Leaders in 2026

Customer experience metrics are changing, and honestly, that’s a good thing. A lot of companies have spent far too long assuming that faster average handling times mean customers are happy. It’s gotten to the point where companies either need to...

NiCE Says Agentic AI Is Already Running the Contact Centre

NiCE has published “the industry’s first” data-backed look at agentic AI deployments in production. The contact centre software giant recently released The Agentic AI CX Frontline, a research report drawing on large enterprises across North America and Europe, each handling...

New Medallia Launch Ends the Era of Insights Locked Behind Dashboards

Medallia has announced a new suite of AI-powered capabilities at its annual conference Experience ’26, aimed at making customer and employee experience data accessible to every level of an organisation, not just analysts and data teams. The new suite of innovations...

Meet the Judges for CXMStars 2026  

I am delighted to introduce you to the judging panel for CXMStars 2026! We have a mix of global leaders, seasoned practitioners, and award-winning voices in customer experience. With CX evolving faster than ever, these judges bring decades of expertise...

Genesys Breaks New Ground with AI Agent that Completes Tasks Across Multiple Systems

Genesys has announced the launch of its Genesys Cloud Agentic Virtual Agent, the “industry’s first” virtual agent that can autonomously execute tasks across multiple enterprise systems to resolve customer requests end-to-end. The new platform uses large action models from partner Scaled...

Financial Institutions Not Using AI Are (Almost) Extinct

The era of AI-free banking is effectively over, and it seems like the industry has crossed a point of no return. What began as cautious experimentation just a few years ago has transformed into an industry-wide revolution that’s fundamentally changing...

AI Demand in CX Shows No Sign of Slowing at 8×8, For Now

Investment in AI-powered customer experience technology continues to rise, as organisations look to improve responsiveness and manage increasing service expectations. According to 8×8, enterprises are “doubling down” on AI to improve responsiveness and streamline customer engagement, reflecting a broader shift...

Press Ganey Rolls Out Narrative HX, a New AI Tool for Multilingual Feedback Analysis

Press Ganey has released Narrative HX, an AI-driven solution that transforms how organisations analyse unstructured customer feedback. The new platform converts raw comments and responses into clear, actionable insights within minutes, marking a significant shift from traditional methods that often...