Topic / Theme: AI in CX

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....

Cisco’s AI Readiness Index 2025 Reports “Mind the Gap”

The Cisco AI Readiness Index 2025 is out now, showing a widening gap between AI ambition and actual readiness. This survey of 8,000 global AI leaders, highlights two major trends shaping enterprise AI: AI Agents: 83% of companies plan to deploy...

Medallia Research Talks Up Conversational Intelligence as the Future of CX

In a blizzard of research and reports this week, Medallia keeps up the pace of industry chatter with a new insight into “Conversational Intelligence: The New CX Advantage.” The report highlights how businesses are missing out on growth opportunities by...

Ipsos and Engage Report on Human vs. Digital Interactions in CX

Fresh from the Engage Customer Experience Summit, one of the main talking points was a new report from Ipsos and event host Engage. Authored by Ipsos’ Jamie Thorpe and Matthew Chatterton, along with Nick Rust, MD at Engage, the report highlights...

Hubspot’s Spotlight Focuses on AI Project Delays and Roadblocks

The challenges of AI are manyfold; from worker over-enthusiasm, customer friction, legislative risks and operational issues. Hubspot’s latest survey of UK business leaders, captured during the latest Fall Spotlight analyis, reveals that while many are making plans for this AI-powered...

Medallia Sees 30% Growth For its AI-Powered Experience Cloud

On the heels of appearances in Gartner’s voice of the customer platforms Magic Quadrant and wider industry recognition. Medallia has announced platform growth of over 30%, driven by AI-focused product innovation and fresh leadership. Last year, CEO Joe Tyrrell stepped down,...