Customer Experience

Nationwide Deepens AWS Partnership to Personalise CX and Tackle Impersonation Scams

Nationwide Building Society has expanded its relationship with Amazon Web Services (AWS) as part of a broader move to modernise how it serves more than 17 million members, without compromising on trust, security, or service quality. The new agreement strengthens...

Anthropic CEO Dario Amodei Discusses Customer Service Among AI Risks

In his punchy essay “The Adolescence of Technology: Confronting and Overcoming the Risks of Powerful AI” the CEO of Anthropic AI has a lot to say about the chaotic world of artificial intelligence. From the concentration of wealth and power in...

Does Retail Even Know What Personalisation Is Anymore?

Retail loves the word personalisation. It appears in strategy decks, earnings calls, and vendor pitches with near religious consistency. And yet, when shoppers actually show up, most are still treated like interchangeable visitors passing through a digital storefront. Amperity’s new 2026...

Low Loyalty, High Inertia Is Currently Defining US Consumer Banking

American consumers are not as loyal to their banks as the industry might hope. They are simply reluctant to move. According to Raisin’s 2026 State of Consumer Banking Report, 65% of Americans have switched banks at least once, and almost 30%...

TELUS and RingCentral Expand AI Business Communications in Canada

Canadian organisations are experiencing heavier call volumes, higher customer expectations, and limited room to add staff. In response, TELUS and RingCentral have expanded TELUS Business Connect with a new set of AI-powered features aimed at making everyday business communications easier...

Hyperpersonalisation Fails When Brands Don’t Know When to Stop

Hyperpersonalisation is often touted as the next frontier of customer experience. The promise that brands can know exactly who their customers are, what they want, and when they want it. But for many organisations chasing this ideal, the reality is messier...

Liveops Wants to Take the Guesswork Out of Contact Centre AI

Outsourcing and contact centre solutions company Liveops has launched LiveNexus, a new AI and human orchestration platform designed to help enterprises modernise customer care operations without gambling on unproven technology. LiveNexus brings together AI tools, Liveops’ distributed network of more than...

RCS, AI, and the End of Boring Business Messages

Business messaging was once short, functional, and easy to ignore. In 2026, that approach is starting to fail. New research from Bandwidth points to the biggest messaging shift in a decade, powered by richer channels, AI-driven conversations, and rising expectations...

OpenAI Models Will Power ServiceNow’s Next Wave of Enterprise AI

ServiceNow is upgrading the brain behind its AI, and OpenAI is supplying the horsepower. The two companies have announced an expanded, multi-year partnership that puts OpenAI’s latest models directly behind ServiceNow’s AI platform. To put it simply, ServiceNow will keep running...

Holiday Returns Are Testing Customer Loyalty. Shoppers Think AI Can Fix It

The purchase is already complete, the excitement has passed, and what remains is the returns process. When that process drags, confuses, or surprises, customers notice, and they remember. New survey data from Ada suggests that returns have become a frequent, high-impact...

GoTo Applies AI to Call Handling and Service Scheduling in Auto Dealerships

GoTo is applying AI more directly to one of the most operationally demanding environments in customer experience — auto dealerships. With new updates to GoTo Connect for Automotive, the company is focusing on how dealerships in the US handle calls,...

Medallia and Ada Want Customer Data to Do Something Useful

Medallia and Ada are teaming up to fix one of customer experience’s most persistent frustrations: knowing what’s wrong, but acting on it too slowly. Their new partnership links Medallia’s customer and operational data with Ada’s AI Agents, so insights can...