Customer Experience

Zoom Elevates Its Virtual Agent Contact Centre AI Platform With a Proper Feedback Loop

Zoom has updated Zoom Virtual Agent with tools for generating, testing, and optimising AI-powered customer service agents. This adds measurement and performance capabilities to its AI contact centre platform that, until now, was arguably stronger on deployment than on what...

Capturing Voice of the Customer: How to Listen to your Audience (and Why it Actually Helps)

Remember when everyone just guessed what customers were feeling? That’s what fuelled a world where most teams don’t realise they’ve lost a customer until the renewal doesn’t come in or the basket just disappears. On paper, everything looks fine. Average...

CX Voices: Why the NHS Must Rethink How It Talks to Patients with Tom Boyle

For the first time in history, four generations share the same workforce. They are also sharing the same waiting rooms. Yet the NHS still defaults to the letter and the phone call. In the latest episode of CX Voices, Katie...

Layoff Survivor Syndrome: The Hidden Cost of Job Cuts to Employee Experience

Redundancies rarely end with the people who leave. The colleagues who remain carry guilt, fear and heavier workloads – and the damage flows straight through to the customer. Here is what the evidence says, and what leaders can do about...

Fake Returns Are Costing Retailers £29 Million

Online returns have become a normal part of shopping and a quiet drain on the retailers who handle them. New research suggests that a meaningful share of what comes back is not what it claims to be, and that most...

SAP CEO Says His Developers May Have Four Years Left Before AI Displaces Them. Here’s Why CX Leaders Should Pay Attention

Christian Klein has a prediction about his own workforce, and it is not a comfortable one. The chief executive of SAP, Europe’s largest software company, with a market capitalisation of around $195 billion and more than 110,000 employees globally, told...

Big Tech is Increasingly Moving Beyond ‘Human in the Loop’: Can Agentic AI Oversee Its Own Governance?

The human reviewer at the end of your AI pipeline may be less useful than you think. That, at least, is the argument being made by one of Amazon’s most senior security engineers. The rest of Big Tech appears to...

Bad Messaging Is Sending Customers Running and AI Is Not Saving the Day

Send a customer one badly worded message too many and they will not stick around to read the next one. Poor communications now drive most people to walk away from their providers, and the AI meant to smooth things over...

Alvaria Embeds Parloa AI Agents into Compliant Outbound Outreach

Alvaria and Parloa have integrated their platforms to give enterprises in regulated sectors a way to run multilingual AI voice and chat agents across outbound outreach without loosening compliance controls. Alvaria has embedded Parloa’s agentic AI into the Alvaria Intelligence...

Your Customer Experience News Roundup: Anthropic’s Models Go Dark, Salesforce Has a Busy Week, and 79% of Your Customers Won’t Wait

This week in customer experience news, a US government export control directive pulled the most advanced AI models on the market from enterprise customers mid-deployment. Meanwhile, Salesforce acquired a colossal business, expanded a major data partnership, and shipped a general...

Amazon Is Investigating the Engineers Who Testified Against Its Data Centres

Amazon is investigating three of its engineers after they testified before the Seattle City Council last month in support of a moratorium on new AI data centre construction. This is a move the employees’ lawyers say violates a local ordinance...

The Future of CX: Where VoC Goes from Here

In this interview, CXM sat down with Carlos Espinosa, Executive Chairman of Clientship, to talk about the future of Voice of the Customer (VoC) and his company’s plans to approach things differently. The State of VOC Today: An Honest Assessment The honest...