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NTT DATA surveyed 2,160 consumers and businesses across the UK and Ireland on AI in customer service. Sashen Naidu of NTT Data explains why the findings challenge assumptions and reveal businesses may be more out of step with customer expectations than they realize.
Twilio’s Peter Bell says voice is becoming a natural interface for urgent, high-context customer moments. But as UK consumers talk more than they type, CX teams must decide where voice removes friction and where it risks recreating old IVR pain again.
AI agents are moving from simple assistants to tools that can research, compare, and potentially buy for consumers. As their use grows, marketers may struggle to tell whether clicks, traffic, and product views represent human intent or automated activity.
ServiceNow says the rise of AI agents is changing the cybersecurity conversation, entering a new phase where enterprises need stronger identity controls, deeper visibility and faster remediation to reduce the risk of threats from malicious attackers and unexpected agent behavior.
Opsgenie shuts down in April 2027, so customers can’t put off the replacement decision much longer. PagerDuty, incident.io and Jira Service Management are all making their pitch, but this isn’t only about where the next alert goes, it's about how to survive long-term.
The layoffs are part of HubSpot's strategy to reorganize around AI-powered customer outcomes. The vendor insists the move is not driven by AI efficiencies, but the distinction between AI efficiency and AI-led reorganization may not mean much to employees whose roles have been eliminated.
TikTok, OpenAI, and Treasure AI all made moves this week that collapse the time between discovery and action. From shopping agents that remember shopper context to websites that instantly rewrite themselves, personalization is now the centerpiece, not the afterthought.
SAP, Braze, Cisco Webex, and Lola are pushing AI from recommendations into customer actions, campaign decisions, and client conversations. But Walmart’s stance on personalized pricing shows why the next engagement battle will be fought over trust, control, and consent.
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