Customer Experience

BT Taps Anthropic’s Powerful Project Glasswing to Harden UK Network Security and Secure Customer Engagement

BT has confirmed it is joining Anthropic’s Project Glasswing, becoming the first UK enterprise to publicly declare membership of the initiative. The announcement came at the UK Government’s AI Adoption Summit, where BT Chief Executive Allison Kirkby committed the company...

Culture is the Glue Between CX and EX: Three Ways to Make It Stick

We are all familiar with the impact that customer experience (CX) has on commercial success. We know too that the employee experience (EX) is a key lever of CX. What is often missed is that an organisation’s culture is the...

Some of Your Best New Subscribers Already Cancelled Once

When Meta recently attached monthly fees to premium tiers of Facebook, Instagram and WhatsApp, it took on a problem every subscription business already knows well. Persuading people to pay for what they once got free is hard enough, keeping them...

Meet Your New CX Editor

Every time you chase a missing parcel, extensively argue with an automated phone menu, or receive a follow-up email so perfectly timed it’s uncanny, you are living and breathing inside someone’s customer experience strategy. CX is not a vertical. It...

Agentic AI Is Outpacing the Proof It Works

Companies that succeed with agentic AI tend to share one habit. They rebuilt how they work before letting the technology run. That finding comes from research by enterprise software firm Pegasystems, which surveyed more than 500 business and IT decision makers...

Forrester’s Total Experience Score Now Grades Employee Experience – and the Early Data Is Sobering

Employee experience has, for years now, been the overlooked cousin of customer experience, searching for a way to prove its value to the business. Forrester is now giving it the attention it deserves, but with this comes a hard reality...

Half a Million NHS Staff Are Getting Microsoft Copilot — How Might it Empower Their CX Teams?

NHS England announced this week that it will roll out Microsoft 365 Copilot to 505,000 clinicians and support staff. This follows what it describes as the largest AI trial of its kind in healthcare. A pilot involving 30,000 staff across 90...

Verizon CEO Just Said What the Contact Centre Industry Already Suspected About AI and the Workforce

Executives rarely admit in public what they might say in private about artificial intelligence and the workforce, especially contact centre roles. Dan Schulman, chief executive of Verizon, broke that convention at the Bloomberg Tech Conference in San Francisco on 4...

Microsoft’s New Always-On ‘Scout’ AI Agent Works While You’re on Calls

Microsoft used its Build 2026 developer conference to introduce something it is calling an Autopilot. This is a category of AI agent designed not to answer questions, but to keep work moving without being asked. The first example, Microsoft Scout,...

Mitel Targets the Communication Delays Slowing Healthcare Staff

Mitel has launched a healthcare communications portfolio built around clinical workflows, pulling bedside terminals, alarm routing, dispatch consoles, and contact centre tools into one stack aimed at hospitals. Hospitals run on tools built for offices, and often clinicians lose time working...

Finance Leaders Admit Their Strategies Risk Trapping Vulnerable Customers in AI Doom Loops

Most senior decision-makers across UK financial services now accept that their own approach to artificial intelligence could harm the customers who depend on support the most. New research from ArvatoConnect, which surveyed 1,000 leaders across banks, insurers, fintechs, building societies...

The Best Customer Feedback Tools and VOC Platforms for Intelligent Listening

There’s still an odd habit happening among companies today. They ask customers for their opinions, then act confused when the answers pile up, but nobody does much with them. Sometimes the problem is simple; teams think they haven’t got enough data...