Customer Experience

Vinod Muthukrishnan, Webex’s Customer Experience Guru, Talks Up Concierge AI Agents

Webex by Cisco remains a popular collaboration and unified communications platform. Which makes it a front door for customer support AI, and agents-for-all-workers, rather than the specialist models powering CX, EX, ERP and other platforms. Taking a look inside the world...

How US Brands Turn Customer Experience Into Real Impact

In the US, customer experience increasingly determines whether people stay, switch, or speak up. Consumers are quicker to abandon brands after poor interactions and more likely to share negative experiences publicly, putting real commercial pressure on how companies design and...

Data Reveals Most Support Issues Are Closed But Not Resolved

Customer support systems are excellent at moving things along. Tickets are routed, handled, closed, and archived with impressive efficiency. What happens to the customer once the system moves on is far less certain. New consumer research by Capacity suggests that many...

KPMG and Uniphore Move AI Agents Out of Pilots and into Regulated Industries

KPMG has partnered with Uniphore to develop and deploy AI agents built on industry-specific small language models, with AI being applied in regulated enterprises beyond small-scale trials. The agents will support both internal KPMG teams and client-facing use cases. The collaboration...

CSP Benchmark Report Highlights Telcos’ Growing Use of AI in CX

The latest TM Forum report on mobile networks, communications service providers and the global mobility landscape highlights several areas for CX improvement, as the market looks to return to growth. The report, “Telco revenue growth: is it back to the...

WEF’s Davos 2026 Meeting Kicks Off With All Eyes on Agentic AI

The World Economic Forum’s annual gathering of the political elite, insanely wealthy, many other stakeholders trying to rescue/improve the world kicks off in Davos, Switzerland today. Leading the discussions will be around 100 unicorn founders and technology pioneers. From supply chains...

Dialpad Brings Real-Time AI Voice Tools to Japan

Dialpad has launched its full suite of real-time AI voice and contact centre capabilities in Japan, making advanced AI tools available to Japanese businesses at no additional cost through April 2026. Starting this week, all Dialpad customers in Japan can access...

Five9 and Google Cloud Launch a Joint AI Platform for Enterprise Customer Service

Five9 has expanded its partnership with Google Cloud and launched a joint AI solution for large enterprises that run customer service and contact centre operations. The companies say the goal is to help enterprises handle customer conversations across channels, support agents...

Luton Airport Gets Record Customer Satisfaction Scores

London Luton Airport rounded off 2025 with its highest ever customer satisfaction scores. Passengers praised its simple and friendly customer experience, with speed, efficiency, airport staff, the range of amenities and transport links all rating highly. The airport flew over...

Emplifi Brings Reddit Conversations into CX Decision-Making

Emplifi has partnered with Reddit to give brands direct access to real customer conversations and turn them into actions teams can use. The deal will see the integration of Reddit’s Enterprise API into Emplifi Fuel, Emplifi’s execution and intelligence layer. This...

Calabrio Launches Omni Agent Intelligence Inside Calabrio ONE

Calabrio has launched Omni Agent Intelligence, a new quality and performance intelligence capability available now within Calabrio ONE. The solution provides a single, vendor-agnostic view of quality across both human and AI agents, regardless of which contact centre, CRM, ITSM,...

This Holiday Season Normalised Data Oversharing With Brands

How much personal data did shoppers really give up this holiday season, and when did that start to feel normal? The 2025 holiday rush pushed millions of consumers through fast checkouts, personalised offers, and last-minute delivery promises. In that rush, data...