Customer Experience

Salesforce Confirms Contentful Acquisition in Bid to Own End-to-End Customer Experience

Salesforce has signed a definitive agreement to acquire Contentful, a major composable content platform. The transaction is expected to close in Q3 of Salesforce’s fiscal year 2027, subject to regulatory approval. Contentful is one of the most widely adopted content management...

Centrical Raises $39 Million to Extend its Performance Software from Human Agents to AI

Agent performance software firm Centrical has raised $39 million in a Series D funding round to build a product for a task the contact centre has not faced until now, managing the performance of AI workers as if they were...

Cisco Live 2026: Cisco Unveils Unified Workforce Engagement Management Suite for Empowering Human and AI Agents

Cisco has launched a new Workforce Engagement Management (WEM) suite for Webex Contact Center, bringing workforce management, quality management, performance management, AI assistance and onboarding into a single platform designed to manage both human and AI agents. The announcement, made at...

Hackers Took Over Instagram Accounts by Asking Meta’s AI Support Bot to Change the Email on File

Hackers seized control of multiple Instagram accounts over the weekend by instructing Meta’s AI support assistant to link an attacker-controlled email address to a target account, then resetting the password from there. 404 Media first reported the exploit, and TechCrunch verified...

Weave Bets on Healthcare AI That Can Remember: New Receptionist Aims to End Fragmented Patient Conversations  

Healthcare communications specialist Weave has unveiled a new Omnichannel AI Receptionist built on Google Cloud’s Gemini Enterprise Agent Platform, illustrating the company’s latest move to automate front-office operations while attempting to preserve the personal touch patients still expect. The announcement comes...

The Best Loyalty Platforms for CX: Effective Tools for Tackling Churn

On the surface, it seems like loyalty is finally making a comeback, particularly for companies targeting Gen Z. Back in 2025, SAP Emarsys shared a report showing 68% of consumers agreed they were loyal to a brand. It’s not a...

How to Power Customer-Centric Cultures with VoC

CXM recently caught up with Carlos Espinosa, Executive Chairman of Clientship, to discuss how organisations can genuinely turn ‘customer-centric’ with Voice of the Customer technology After more than 25 years in the CX industry, Carlos Espinosa has watched customer experience evolve...

Total Experience Management: The Next Stage of the Experience Revolution

Every company insists it is prioritising experience. Customer experience (CX) management programmes are running end-to-end, employee experience (EX) initiatives are in place to stay ahead of skills shortages, and UX strategies are being refined. That part is encouraging. More teams are finally...

Zoom Launches ZoomMate, an AI Assistant That Picks Up Where Your Meeting Leaves Off

Zoom has launched ZoomMate, an agentic AI work surface that carries a meeting’s decisions through to finished work inside the tools where teams already operate, from Salesforce and Jira to Slack and ServiceNow. The product builds on the system of...

Hyro Deploys Bilingual Voice AI at Tanner Health to Resolve Patient Calls Without Hold Times

AI agent platform for healthcare Hyro has gone live with a bilingual voice AI assistant at Tanner Health, a nonprofit healthcare system, answering inbound patient calls around the clock and cutting the long phone queues that build up in busy...

Loyalty Programme Best Practices: What Improves Retention in 2026

Some studies say loyalty programmes can generate up to 20% of a company’s profits. The trouble is that a lot of companies still design their scheme based on old assumptions about what customers actually want. BCG found that the average US...

US Bank App AI Assistants Handle Simple Jobs but Leave Customers Stuck on Fraud and Disputes

AI virtual assistants inside US bank and credit card apps cope well with routine requests yet fall down the moment customers try to report fraud, dispute a charge or untangle a real problem, according to a set of studies released...