Customer Experience

Microsoft Adds Conversation Orchestration to Dynamics 365, Elevating Live Queue Intelligence

Microsoft has unveiled Conversation Orchestration, a new capability within the Service Operations Agent in Dynamics 365 Contact Center. Now in public preview. It continuously monitors and adapts customer conversations in real time using natural-language playbooks, rather than treating routing as...

Trust Leaves Luxury Brands the Moment the Human Touch Does

Luxury sells more than product. Customers pay a premium for the craft, the care and the confidence that someone will look after them long after they leave the store. New research from CX design consultancy Engine finds that too many...

The Best Customer Service Automation Software in 2026

Automation hasn’t broken customer service. The way most companies are deploying it has. The instinct is understandable. You can close tickets faster, deflect more calls, and reduce headcount pressure. However, speed without resolution is just friction on a faster track....

Festival of Work 2026: AI Can Strengthen the CX–EX Link – or Sever It

We’ve known for a long time now that ‘happy employees equals happy customers’. But what is changing is how quickly that CX–EX link can be strengthened or broken as AI becomes increasingly embedded into work. At Festival of Work 2026, the...

NiCE Rebuilds its CX Platform Around Agentic AI Instead of Tacking It On

NiCE has rebuilt its CX platform around agentic AI, treating the technology not as a feature added to its contact centre software but as the platform’s foundation. At NiCE World 2026 in Orlando, the company said NiCE Cognigy’s agentic AI...

What Is ChatGPT Saying About Your Brand? Sprinklr’s AI Visibility Tool Will Help You Find Out

Sprinklr has launched a tool that lets enterprises monitor how they appear in AI search results. It will also empower them, where necessary, to do something about elevating their brand visibility. LLM Insights, announced this week and now in limited preview,...

Customer Journey Management: The Discipline That Finally Makes CX Make Sense

Customers seem to be increasingly good at “teleporting” lately. Or at least, it feels that way. Most of the time, they walk into your company’s contact list through one door, and end up somewhere else entirely. They spot a product...

Oracle Earnings CX Analysis: AI, Cloud Ambitions Boom With Over 1,000 Agents Deployed Across App Suite

Oracle’s fourth quarter was, certainly, a busy one, as its investment in cloud and AI infrastructure continued to boom, underpinning its long-term CX strategy. Over 300 Fusion customers went live during the period, among them Westfield Insurance on Fusion ERP, Piraeus...

The Best AI Copilots for Contact Centre Agents: Machine Colleagues that Support CX Teams

Customer service is in a weird place. AI is everywhere, so responses are faster, tickets move quicker, and 24/7 support is pretty much expected. Still, leaders continue to grapple with miserably low satisfaction scores, higher churn, and bigger acquisition costs. That’s...

The Ultimate Guide to Customer Contact Week Las Vegas 2026

Every June, the customer contact industry decamps to Las Vegas, and this year is no different. Customer Contact Week returns to Caesars Forum from 22 to 25 June, with over 300 speakers on the programme, and an expo hall full...

Zoom Brings UK Data Hosting to Its Contact Centre and AI Tools — and Isn’t Charging Extra for It

Zoom’s UK data infrastructure is operational. The company has launched regional hosting across more than twenty of its platform services. These include Zoom Contact Center, Zoom Phone, Zoom Virtual Agent, and its Workplace AI features. As a result, UK-processed customer...

Should Your AI Agent Get Its Own AI Agent? Decagon Thinks Yes

Your AI agent now has a colleague, and it is also an AI agent. Decagon’s new tool, Duet Autopilot, takes over the job a human team usually does on a customer-service agent, finding the faults, drafting the fixes, testing them,...