Customer Experience

Glia’s New AI Takes On Outreach Banks Can’t Do by Hand

Community banks and credit unions can now offload the outbound calls and texts they have never had the staff to make by hand, after Glia launched Glia AI Outreach, an automated voice and SMS tool that reaches customers about events...

What Anthropic’s Fable and Mythos Drama Really Means for Customer Experience Leaders

Anthropic’s Fable 5 and Mythos 5 AI models were suspended by the US government export control directive on 12 June 2026, following national security concerns. This was a first for any major AI lab. The shutdown has immediate implications for...

Digital Customer Engagement Essentials: The Strategy Layers that Customers Notice

The majority of brands think they’re doing a decent job with digital customer engagement. They’re embracing channels all over the place, jumping on social media, community forums, even things like RCS and WhatsApp. But for a lot of customers, the...

Salesforce Buys Fin for $3.6 Billion, Adding a Fast-Deploy Customer AI Agent to Agentforce

Salesforce has agreed to buy Fin, the AI customer agent company formerly known as Intercom, for about $3.6 billion, giving the CRM company a ready-made support agent to sell next to its own AI platform. The deal is expected to...

Impressive AI Chatbot Examples Leaders Should Learn From in 2026

There are two kinds of AI chatbot case studies circulating right now. The first makes you wince; a bot that confidently answers the wrong question, or stonewalls at the moment it matters most. The second actually teaches you something. That...

TELUS Digital and Cresta Team Up to Run AI and Human Agents Side by Side for Enterprise Clients

TELUS Digital and Cresta have agreed a partnership that makes TELUS Digital a preferred implementation partner for Cresta’s customer experience AI platform, giving enterprises a single route to deploy AI agents, augment human agents, and analyse every customer interaction. Enterprises that...

New 8×8 Capability Lets Contact Center Agents, Customers Speak Different Languages on the Same Call

When a customer phones a contact centre in a language the agent doesn’t speak, the usual outcomes are a transfer, a callback, or an abandoned call. 8×8 is endeavouring to cut that short, introducing live simultaneous voice translation to its...

Why Does One Patient Experience Strategy Fail Half Your Patients?

A single patient experience strategy can only ever please half a provider’s patients at once, because men and women want different things from their care, according to Alchemer’s 2026 Healthcare Experience Report. The feedback technology company found overall satisfaction at...

Fresh ServiceNow and Salesforce Layoffs Coincide With Growing Focus on AI Productivity

ServiceNow and Salesforce are both making workforce reductions, with executives at each company increasingly highlighting AI as a driver of productivity and organisational change. The developments come as both vendors continue to invest heavily in AI-powered products designed to automate workflows,...

Your Customer Experience Roundup: Verizon Says the Quiet Part Out Loud, The Pricing Model Is Changing, and Your AI Agent Now Has an Agent

This week in customer experience, a telecom CEO said what most of his industry peers are thinking but declining to put on record; the earnings season continued its quiet argument for outcome-based AI pricing, and the contact centre software market...

The Gulf Customer Experience Awards 2026 Winners Are Revealed

On June 10, the Gulf’s customer experience community gathered in Dubai for the Gulf Customer Experience Awards 2026, an evening honouring the organisations and individuals raising service standards across the region. Finalists presented their work to an independent judging panel,...

No Seats, Just Outcomes: Adobe Quadruples CX AI Revenue and Overhauls How It Sells Agents

Adobe’s AI-first revenue inside its Customer Experience Orchestration business grew four times year-over-year in the second quarter of fiscal 2026, the company reported on its Q2 2026 earnings call. In the same quarter, Adobe moved its agentic CX system into...