Tag: Customer Experience

Five9 Appoints New CEO Following Mike Burkland’s Planned Transition

Five9 has appointed a new Chief Executive Officer, with the change taking effect on February 2, 2026. The company said the appointment is part of a planned transition, with long-time CEO Mike Burkland staying on the Board of Directors to...

75% of Customers Say AI Support Is Fast but Still Frustrating

AI customer service got noticeably faster in 2025. Yet for many customers, that speed came at a cost. According to Glance’s newly released 2026 CX Trends Report, 75% of consumers say they’ve received a quick, AI-driven response that still left them...

Digital Burnout Is Becoming a Daily Experience for Always-On Customers

Digital burnout describes the mental fatigue that builds up when people are constantly connected, interrupted, and expected to respond online. It shows up as trouble staying focused, irritation with digital tools, and a growing urge to ignore messages altogether. What...

Rethinking Endings: Why Your Off-Boarding is the Final Chapter of Your Brand Story

We can divide the consumer lifecycle into three distinct phases: onboarding, usage, and off-boarding. At the beginning, businesses attract consumers through advertising and marketing, telling persuasive stories about the benefits of their product. That onboarding continues through packaging and first-use experiences...

British Airways CEO Warns of a Future Where Brands Get Ignored

British Airways is preparing for a future where customers may no longer choose airlines at all. Instead, AI agents could do it for them, deciding which flights to book and which brands never even appear. Speaking at Globant’s Converge 2025 event...

Freshworks Acquires FireHydrant to Strengthen AI-Driven IT Operations

Freshworks is expanding its IT operations capabilities with the acquisition of FireHydrant, an AI-powered incident management and reliability platform. The move brings incident response and reliability engineering closer to IT service management, as organisations look for faster ways to detect,...

Google’s AI Is Phoning Businesses for Pricing and Many Aren’t Answering, Survey Reveals

Google’s AI is picking up the phone and calling local businesses to ask for pricing, and a new study shows many businesses are failing to respond. Introduced in July 2025, Google’s AI option in Search can check pricing at the US...

PCI Pal Speeds Up MCP Support to Secure Payments in AI Conversations

PCI Pal has announced plans to fast-track support for Model Context Protocol (MCP), a new open standard that helps conversational AI systems connect safely with external services. The update, expected to be available in the coming months, aims to help...

The New Playbook for Customer Experience Design: Orchestrate Channels, Design Emotions, Prove Impact

Here’s something most businesses are going to learn fast in 2026: Teams that treat customer experience design as the operating system for their business earn the right to keep customers. When context, policy, and people line up around a single...

Gartner: AI Hasn’t Shrunk CX Workforces, Yet

Amid ongoing debate about whether artificial intelligence will replace frontline service workers, new research from Gartner suggests the situation is far more nuanced. A survey of 321 customer service and support leaders found that only 20% have reduced agent headcount...