Topic / Theme: AI in CX

Freshworks Updates Freddy AI with New Vertical Agents

Launched back in the early summer, Freddy AI has been getting his feet under Freshworks users’ desks for some time now. Now Freshworks has announced major updates to both its CX and IT product lines. The broader push aims to...

Airbnb’s AI Speeds Customer Service, Boosts Profits, Plans for Real World Impact

Airbnb announced revenue up 10% for its latest quarter, driven by 133.6 million nights and seats booked, up 9% from a year ago. Within the app and company’s system, AI is playing a larger role in boosting those numbers, and...

Crescendo Offers A CX First: Multimodal AI With Simultaneous Voice, Text and Visual Interactions

As customer experiences become less about the written and typed word, consumers will expect to communicate with brands in ways that suit them. Enter Crescendo, with an AI that is happy to communicate in text, verbal or visual methods. As...

How EXP KSA is Redefining the Experience Movement in the Middle East

Featuring insights from Mohamed Debouk, CEO of New Metrics Saudi Arabia has entered a defining phase in its transformation journey. One where experience has become central to how organizations deliver value, earn trust, and drive growth. That transformation took center stage at EXP KSA,...

SALESmanago Tackles Fragmented Customer Journeys With New AI Lifecycle Engagement Platform

The AI charge continues among CX firms with Europe’s SALESmanago the latest to go all-in on artificial intelligencers for ecommerce and marketing. The Poland-based company, on the back of this summer’s Thulium and 2024’s Leadoo acquisitions, is launching a new unified,...

Designit Research Reveals Customers Find AI’s Lack of Loyalty and Empathy Disturbing

While consumers talk to their smart speakers, swear at their GPS and grumble about any shortcoming in an online customer experience, perhaps the lack of feedback is technology’s greatest issue. Designit’s latest research notes that AI’s lack of empathy has...

Talkdesk Expands Databricks Partnership for AI-Driven Customer Experience Automation

Talkdesk, after a year of bagging customer experience deals, is expanding internally with a stronger Databricks partnership. One that aims to power the foundation for its customer experience automation platform. The result will accelerate the company’s and client’s future of...

Gartner’s Top 10 Strategy Tech Trends Hinge on AI and Impact CX

Research firm Gartner’s analysts have been playing with their crystal ball for a look into tomorrow’s must have tech features. In a move that will surprise no one, the latest list of technology trends for 2026, directly or indirectly, rely...

ArvatoConnect Statistics Highlight UK Digital Growth and Deficit Risks

Digital transformation remains the ongoing objective of many UK companies, and acts a strand of hope for many firms seeking to grasp the benefits of AI. A fresh report by ArvatoConnect finds that private sector digital transformation is growing at...

UKCXA Finalist, Overclockers UK Highlights Microsoft Copilot and PC Hardware

Looking through the list of UK Customer Experience Award finalists, one name popped out from among the list of B2B giants, banks, telcos and other luminaries. Overclockers UK appeals, largely to my early career as a video game/PC tech journalist....