Customer Experience

Connectivity is Key to Agent-Driven CX, says Salesforce

AI agents are rapidly becoming central to customer experience strategies, but many organisations are struggling to turn adoption into impact. Salesforce’s 2026 Connectivity research highlights the core problem that while AI agent usage is accelerating, around 50% of agents still...

AI Copilots vs AI Agents: The Difference Most Businesses Learn the Hard Way

The conversation about “AI coworkers” has been heating up lately, forcing a lot of us to rethink how we define different species of digital colleagues. Take AI copilots vs AI agents, for instance. They seem pretty similar, some are even...

Research Reveals Businesses Demand Greater Transparency from BPO Partners

The business process outsourcing sector faces a credibility challenge as new data suggests traditional sales methods are failing to win over prospective clients. Industry leaders are now calling for a fundamental shift toward greater transparency and independent verification. David Neale, founder...

Amazon’s AI Push Draws Mixed Reactions as Massive Spending Plans Raise Questions

Amazon’s latest earnings report revealed explosive growth in artificial intelligence and cloud services, but investors reacted negatively to the company’s announcement of $200 billion in planned spending for 2026, sending the stock down approximately 8% following the earnings call. The company...

Growth Without Jobs: Is Automation Reshaping the UK Services Workforce?

Employment in the UK services sector continues to fall, even as wider indicators point to economic expansion, raising questions about whether automation is beginning to reshape the workforce faster than anticipated. The latest Purchasing Managers’ Index (PMI) data shows employment numbers...

CX Automation Vs Marketing Automation: The Automation Divide

Automation used to feel simple. Automate your email campaigns, move faster, spend less, measure more. Then customers started pushing back. They started to get sick of all the pointless noise. They weren’t against automation; they just wanted it to be...

Enterprise Connect 2026 – UC, CX, and AI Strategy Come Together

As enterprise communications and customer experience continue to evolve at speed, IT and business leaders face growing pressure to make the right technology decisions—balancing innovation, integration, cost, and risk. Enterprise Connect 2026, taking place March 10–12, 2026 at Caesars Forum...

Loyalty Programmes No Longer Feel Valuable to Anyone

Traditional loyalty programmes have a problem, which is that nobody wants what they’re offering anymore. According to new research from Info-Tech Research Group, the issue isn’t missing features or outdated technology. The programmes have simply lost touch with what makes...

Gartner’s AI Sovereignty Warning: How CX Must Adapt by 2027

Customer experience is entering a new phase as one-size-fits-all AI models are under siege from growing demands for greater sovereignty. Gartner predicts that by 2027, “35% of countries will be locked into region-specific AI platforms”, up from just 5% today,...

Best AI CRM Tools for 2026: Ranked by What They Do for Customer Experience

In the last couple of years, AI has stopped being that funny tool we play with to generate emails we don’t want to write or inspire memes and started becoming a major investment priority. There’s a good reason for that....

Innovation, Service, and the Student Journey at the Royal College of Art

What does great customer experience look like in higher education — especially in a world shaped by post-pandemic realities, rapid technological change, and rising student expectations? In this episode of CX Voices, host Katie Kemshell is joined by Greg Finlay, IT...

Qualtrics Names Oracle Veteran as New CEO Amid Major AI Expansion

Qualtrics has announced the appointment of Jason Maynard as its new Chief Executive Officer, marking a significant leadership shift for the company as it doubles down on AI capabilities and prepares for an acquisition of Press Ganey. Maynard, who brings three...