Digital transformation

Microsoft AI Boss Dials Back Prediction that AI Will Displace White Collar Jobs

When Mustafa Suleyman told the Financial Times in February that AI would reach “human-level performance on most, if not all, professional tasks” within 12 to 18 months, it made uncomfortable reading for anyone running a contact centre workforce. The Microsoft...

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...

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...

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,...

CXM Tech Stars Launches — Recognising the People Building the Future of CX Technology

Customer Experience Magazine is delighted to announce the launch of CXM Tech Stars, a new global recognition programme dedicated to technology innovators in the customer experience space. Remember CXM Stars? This one’s a bit different. While our previous CXM Stars focused...

ServiceNow to Elevate AI Governance With New Cognizant Neuro AI Trust Integration

Cognizant has announced the integration of its Neuro AI Trust platform with ServiceNow. It will combine ServiceNow’s AI Control Tower with Cognizant’s real-time assurance infrastructure. The result is designed to give enterprises a single environment in which AI governance is...

Salesforce Secures Big Win With New FIFA World Cup 2026 Agentforce Deal

FIFA has named Salesforce as an Official Tournament Supporter of the 2026 Men’s World Cup. Its Agentforce 360 platform and Slack will handle workforce coordination, tournament operations, and stakeholder engagement across both competitions. It will also be an official partner...

Zendesk Puts AI-Powered IT and CX Support Inside Microsoft 365

Zendesk has launched the Zendesk Support Assistant for Microsoft 365. Built on Microsoft Agent 365, it brings ticket resolution, issue escalation, and support workflow management directly into Teams, Outlook, Word, and the rest of the Microsoft 365 suite without requiring...

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...

How Should Organisations Protect Employee Experience During AI Adoption? Five EX Leaders Have Their Say

AI adoption is accelerating. But are organisations moving fast enough on the human side of the equation? At Engage Employee Summit 2026, we put this question to a group of practitioners and experts: how should organisations protect employee experience as...

Microsoft’s 2026 Work Trend Index: Manager Behaviour Is the Real Barrier to AI Adoption

Microsoft’s 2026 Work Trend Index, released this week — with research collaboration from Harvard Business School — provides strong evidence about something many EX and people leaders have been suspecting for a while now. That the bottleneck in AI adoption is the...

Inside DVLA’s Quiet AI Revolution

When the Driver and Vehicle Licensing Agency decided to overhaul its customer-service operation, it did so without fanfare. There was no flashy launch, no breathless tech campaign, no sweeping promises about “reinventing the public sector.” Instead, DVLA embarked on a multi-year...