Topic / Theme: AI in CX

Accenture Results Highlight AI and CX Value

Accenture published its latest results with a key figure showing that revenue from Gen AI-products has tripled, reaching $2.7 billion. The company’s overall performance for FY2025 was “robust”, reporting full-year revenue of $69.7 billion. The company continues to focus on...

Sorry, Mom: AI Wins When It Comes to Choosing Outfits

Nearly half of shoppers (45%) say they don’t care if a product recommendation comes from a human or from AI, as long as it fits their needs. That’s one of the headline findings from the State of Ecommerce 2025...

CallTower Unveils Ascend Teams Contact Center: A New Era of CCaaS Innovation

CallTower has announced the release of its latest solution: Ascend Teams Contact Centre. Built to support the evolving requirements of today’s enterprises, this next-generation platform enables organisations to deliver superior customer interactions, optimise workflows, and gain actionable business intelligence—all directly...

CX Leaders Love AI, So Why Can’t They Make It Work?

Most (96%) of customer experience (CX) leaders worldwide now see artificial intelligence, spanning generative AI and agentic AI, as a cornerstone of their strategy, a sharp rise from 87% last year, according to CallMiner’s newly released 2025 CX Landscape Report...

Move Over Google: Gen Z’s New Shopping BFF is AI

A new report shows that younger consumers are rapidly embracing artificial intelligence as a trusted partner in their shopping journey. According to Commerce and Future Commerce’s New Modes: How AI is Shaping New Commerce Contexts and Expectations report, one in...

New Chatmeter Integrations Give Restaurants a 360° View of Delivery Experiences

Chatmeter has unveiled new integrations with Uber Eats, DoorDash, and GrubHub that give restaurants the ability to monitor and respond to delivery reviews directly within the Chatmeter platform. The move connects delivery feedback with broader reputation strategies for the first...

Gartner: By 2028, Every Fortune 500 Will Still Rely on Human Customer Service

Despite predictions that artificial intelligence would replace entire customer service departments, a new Gartner study makes it clear: human agents aren’t going anywhere. By 2028, none of the Fortune 500 companies will have fully eliminated human customer service staff. The...

8×8 Partners with ULAP Networks to Break Down Global Connectivity Barriers

8×8 has announced a strategic partnership with ULAP Networks, a global cloud infrastructure and connectivity company known for sovereign-ready, compliance-driven services. The collaboration is designed to expand access to hard-to-reach markets while delivering seamless, reliable connectivity for organisations operating across...

Google Cloud Unveils Conversational Commerce Agent to Redefine Retail Shopping 

Google Cloud has introduced the Conversational Commerce agent, a new AI-driven solution built on Vertex AI, designed to give retailers more intelligent, personalised ways to engage with customers. As artificial intelligence continues to transform retail, this tool enables businesses to...

SurveyMonkey Supercharges Feedback with AI-Powered Analysis and Creation Tools

SurveyMonkey has unveiled its latest suite of AI-powered innovations designed to make feedback collection smarter, faster, and more impactful. The updates include the debut of the new AI Analysis Suite alongside enhanced AI survey creation tools, all built to help...