Customer Experience

Yellow.ai’s Nexus Aims to Automate the Automation

Enterprise AI automation provider Yellow.ai has launched Nexus, which the company calls “the industry’s first Universal Agentic Interface”, designed to eliminate the manual labour that traditionally goes into building automated workflows. The announcement comes as companies recognise a frustrating reality of...

Deployed, Not Delivered: Why AI Isn’t Fixing Customer Experience

There is a persistent belief in the customer service industry that deploying AI is, in itself, a strategy. Drop in a chatbot, layer on an omnichannel platform, and the seamless experience that customers expect will simply materialise. After years at...

Behind Every Sale, There’s a Return Waiting to Happen

If you thought the hard part of the holiday shopping season was getting products into customers’ hands, think again. ACI Worldwide’s new data shows that returns are surging, and the cost of handling them is climbing with it. ACI Worldwide’s latest...

The Case for Human in the Loop Automation: Why HITL Is The Only Way Forward

The days of automation and AI experience ended ages ago. Budgets are approved. Timelines are aggressive. Boards want AI in customer support, in operations, in decision-making, even hiring, yesterday. Hyperautomation is the new buzzword of the decade. Why pay for more...

Cisco Report: AI Is Forcing Companies to Take Data Privacy Seriously

The rapid expansion of artificial intelligence is driving an unprecedented transformation in how companies handle data privacy, with organisations worldwide dramatically increasing investments to keep pace with evolving customer expectations and regulatory demands. According to Cisco’s newly released 2026 Data and...

France to Replace Microsoft Teams and Zoom With National Video Platform by 2027

France has confirmed plans to replace Microsoft Teams and Zoom across its public administration with a nationally developed video conferencing platform by 2027. The move away from US-based software providers is the country’s effort to regain control over critical digital...

When AI Loses Context, 48% of Customers Are Ready to Walk Away

It’s 2026, and AI has become the default front door for customer support. Customers no longer approach it with suspicion or novelty but with expectation. Gladly’s 2026 Customer Expectations Report shows that most people now assume AI will be the...

Limitless Automation: The Real Risks of Over-Automation in the Workplace

Lately, automation doesn’t feel like a strategic decision so much as a slow shove. Like something companies are being herded toward, whether they’re ready or not. If you’re not chasing limitless automation, meaning automating every possible task in sight, the...

Voting is Open! Decide Your CXMStars of 2026

Here they are — the list of the nominated CXMStars for 2026! This year, we’ve received a record number of nominations and completed applications, so thank you very much everybody! Our list contains top CX Professionals and Influencers, but here...

Meta Is Training Its Apps to Sell, Serve, and Convert

Meta’s latest earnings call pointed to a business regaining momentum in advertising while steadily expanding monetisation across messaging and newer platforms. Strong ad performance, rising engagement across its apps, and deeper use of AI across recommendations and marketing tools helped...

Can AI Be Trusted to Finish the Job? Microsoft Thinks So

In its latest earnings call, Microsoft spelt out how it thinks customer experience will change in the age of AI, and it has little to do with better chatbots. Speaking to investors, CEO Satya Nadella said a change is already...

The Best AI Personalisation Tools: Solutions for Effective Hyperpersonalisation in 2026

Most of us know the stats. Seventy-one percent of customers expect constant personalisation. Seventy-six percent say they feel frustrated when they don’t get it. Get the personalisation balance right, and you’ve actually got a great shot at earning and keeping...