Google Cloud on CX Today
87 stories · 23 in 2026 · 5 in the last 90 days · 1 sponsored
CX Today coverage mentioning Google Cloud, newest first. Sponsored work is identified clearly on each story.
Google Cloud and Verizon Double Down on AI-Powered Customer Experience
Google Cloud and Verizon are expanding Gemini Enterprise to automate customer service, strengthen network operations, and scale enterprise AI
Rhys Fisher · 3 min read · 25 Aug 2026
The Ultimate Guide to CX AI Pricing: Which Model is Right for Your Contact Center?
Explore six CX AI pricing models, from per-seat and usage billing to credits and outcomes, and find the best fit for your contact center.
Rhys Fisher · 9 min read · 20 Aug 2026
Five9 Wins $100M Financial Services CCaaS Contract
Five9 has won a $100M CCaaS contract with a Fortune 100 financial services firm through Google Cloud Marketplace.
Rhys Fisher · 4 min read · 10 Aug 2026
Alphabet Bets on Gemini as AI Agents Resolve 75% of Google Ads Support Queries
Alphabet bets on Gemini as AI reshapes support and shopping, while investors scrutinise the cost of infrastructure investment.
Francesca Roche · 5 min read · 23 Jul 2026
Accenture Edge and Google Cloud Launch Agentic AI Solutions
Accenture Edge and Google Cloud launch agentic AI solutions for mid-market companies, powered by Gemini Enterprise and Agentic Data Cloud.
Alex Cole · 5 min read · 9 Jul 2026
Google Cloud Summit Round-Up: How Agentic AI Is Reshaping Customer Experience
From personalised banking to AI shopping assistants, Google Cloud Summit London 2026 redefines what agentic AI means for CX.
Francesca Roche · 5 min read · 18 Jun 2026
Informatica from Salesforce Goes Headless Across Google Cloud, Snowflake, and Databricks
Informatica's headless integrations with Google Cloud, Snowflake, and Databricks bring governed customer data into AI agent workflows.
Rhys Fisher · 3 min read · 21 May 2026
Google Cloud Uncovers First AI-Made Zero-Day Exploit, Putting CX in the Crosshairs
Google Cloud researchers report the first zero-day exploit developed with AI. Learn what it means for CX security and data protection.
Nicole Willing · 5 min read · 13 May 2026
Google Cloud Powers Hyper-Personalized Shopping for OTB’s Fashion Brands
Google Cloud's Virtual Try-On API is now live across Diesel and Jil Sander, helping to deliver hyper-personalized shopping experiences.
Rhys Fisher · 3 min read · 7 May 2026
Vodafone Business and Google Cloud Launch AI and Cybersecurity Tools for SMBs as Cyber Risks Rise
Vodafone Business partners with Google Cloud to deliver AI-driven CX tools and cybersecurity solutions, helping European SMBs improve resilience.
Nicole Willing · 3 min read · 22 Apr 2026
SAP and Google Cloud Partner to Bring Agent-Based AI Execution to Marketing
From Google Cloud Next, SAP and Google Cloud partner to enable agent-based AI marketing and real-time CX execution.
Francesca Roche · 4 min read · 22 Apr 2026
Avid and Google Cloud Partnership Reshapes Media Production with Agentic AI
Avid and Google Cloud integrate agentic AI to improve media production speed, scalability, and personalized content delivery across workflows
Francesca Roche · 6 min read · 20 Apr 2026
California AI Order Raises CX Standards but Leaves Gaps in Governance and Oversight
Stricter AI safeguards in California could improve state CX, though concerns remain about governance and external AI influence
Francesca Roche · 5 min read · 13 Apr 2026
How to Improve Contact Center Reliability: The Essential CX Service Management, Observability, and Connectivity Guide
Learn how CX operations teams use service management, observability, and connectivity to keep contact centers reliable.
Sean Nolan · 13 min read · 29 Mar 2026
Google Cloud and Nokia Simplify Mobile Network Access for Developers
Google Cloud integrates Nokia’s Network as Code to simplify developer access, automate network tasks, and enhance telecommunication CX.
Francesca Roche · 5 min read · 3 Mar 2026
Woolworths “Angry Mother” AI Chatbot Sparks Concerns Over Misleading Responses
Woolworths updates Olive chatbot after reports of irrelevant personal stories, highlighting risks of generative AI without proper safeguards.
Francesca Roche · 4 min read · 26 Feb 2026
Five9 Positions AI at the Core of CX Transformation Strategy
Five9 reports Q4 growth as AI-powered CX platform drives enterprise adoption, bookings acceleration, and $100MN AI revenue milestone.
Francesca Roche · 4 min read · 23 Feb 2026
Big CX News from Salesforce, Canada Goose, SAP, Unilever & Google Cloud
Salesforce completes ten acquisitions in six months, Canada Goose investigates a data breach, SAP rebrands Emarsys, and Unilever joins Google Cloud.
Rhys Fisher · 5 min read · 20 Feb 2026
Unilever and Google Cloud Launch Five Year AI Partnership to Modernize Marketing and Operations
Unilever and Google Cloud announce partnership to enhance marketing performance, product discovery, and CX with AI tools and agentic systems
Francesca Roche · 4 min read · 18 Feb 2026
Global Tech Giants Form Trusted Tech Alliance To Rebuild Customer Trust Across the Stack
Fifteen global technology leaders unveil the Trusted Tech Alliance, aligning on shared principles to boost security and customer trust.
Nicole Willing · 3 min read · 16 Feb 2026
Five9 Expands Google Cloud Partnership for Unified Contact Center Solutions
Five9 and Google Cloud expand their partnership to deliver AI-driven customer experience solutions.
Francesca Roche · 4 min read · 13 Jan 2026
Passive Shopping is Dead: How Google’s New AI Agents Are Rewriting CX
Google Cloud unveils the era of agentic commerce. VP Carrie Tharp explains how brands like Reebok are using AI agents to drive 60% higher ROAS and revolutionize CX.
Rob Wilkinson · 3 min read · 12 Jan 2026
Albertson’s Uses Google AI Search to Drive 10% Bigger Grocery Baskets
Albertsons is using AI-powered search and assistant tools to boost customer engagement and drive higher grocery spending.
Nicole Willing · 5 min read · 8 Jan 2026
The Digital Assembly Line: How Google Cloud’s 2026 Forecast Rewrites the Rules of CX
Discover the 5 AI agent trends shaping 2026 according to Google Cloud. Learn how agentic workflows, concierge CX, and security automation will redefine business value.
Rob Wilkinson · 6 min read · 23 Dec 2025
Klarna Rethinks CRM AI Strategy by Partnering With Google Cloud
Google Cloud and Klarna have announced a strategic partnership that will include AI models after Klarna decided to redeploy its customer service staff. The c...
Francesca Roche · 3 min read · 15 Oct 2025
10 Brands That Used Generative AI to Transform Customer Experiences
Generative AI (GenAI) is a transformative tool, with many use cases aimed at improving the speed, efficiency, and helpfulness of customer experiences. While ...
Rebekah Carter · 7 min read · 30 Jun 2025
The Big Salesforce-Google Partnership: A Closer Look
In February, Salesforce and Google strengthened their decades-long collaboration. The headlines focused on mutual customers being able to access Google Gemin...
Charlie Mitchell · 5 min read · 15 Apr 2025
Google Debuts Its “Next-Generation” Customer Engagement Suite
Last week, Google formally announced the "next generation" of its Customer Engagement Suite. In doing so at Google Next 2025, the tech giant showcased its sl...
Rhys Fisher · 5 min read · 14 Apr 2025
Verizon Teams Up with Google to Give 28,000 Customer Support Reps a "Personal Research Assistant"
Verizon has teamed up with Google to give 28,000 customer support reps a "personal research assistant". The assistant provides Verizon's frontline workers wi...
Floyd March · 3 min read · 9 Apr 2025
Five9 Taps Agentforce to Bring Industry-Specific AI Agents to CCaaS
Five9 is working more closely with Salesforce to support mutual customers in converging their service environments and implementing AI agents. The news comes...
Floyd March · 3 min read · 21 Feb 2025
Will Google Make Its Big Contact Center Move in 2025?
Over the last seven years, Google has leaned increasingly into the contact center space. However, many in the sector have been wondering when the giant will ...
Floyd March · 4 min read · 16 Jan 2025
10 CCaaS Providers to Watch Out for in 2025
Industry researchers often rank CCaaS providers as part of annual market evaluations. This is not one of those assessments. Alternatively, this article aims ...
Charlie Mitchell · 11 min read · 2 Jan 2025The Latest BIG News from HubSpot, Google, Salesforce, & Meta
From the launch of a new autonomous AI agent platform to another big acquisition in the CRM space, here are some extracts from our most popular news stories ...
Charlie Mitchell · 4 min read · 27 Sept 2024
Google Introduces a Customer Engagement Suite to Fuse CCaaS & Gemini
Google has launched a new contact center offering: the Customer Engagement Suite with Google AI. The announcement came during its Gemini at Work event, where...
Charlie Mitchell · 4 min read · 25 Sept 2024
Sources: Google Parent Alphabet Gives Up on HubSpot Acquisition, Pursues Wiz
Alphabet, Google’s parent company, has decided to drop its plans to acquire CRM giant HubSpot, according to Bloomberg and Reuters sources. The former publica...
Charlie Mitchell · 4 min read · 15 Jul 2024
Google Demonstrates How to Build and Deploy GenAI Agents
Vertex AI is Google Cloud’s Generative AI (GenAI) platform. The platform helps businesses build bot-driven experiences with "enterprise-ready" GenAI. To do s...
Charlie Mitchell · 3 min read · 2 Jul 2024
What's New in the Customer Experience World?
While the CX headlines are awash with stories about generative AI (GenAI), many other customer experience trends are bubbling under the surface. From spottin...
Charlie Mitchell · 3 min read · 1 Jul 2024
Omnichannel: Could GenAI Offer the Silver Bullet? (CX Trends)
Watch on YouTube. Susie Harrison, Senior Content Editor , joined Kevin Shatzkamer, Managing Director of Google Cloud’s Conversational Applied AI Engineering ...
Susie Harrison · 1 min read · 1 Jul 2024
The Top Ten Contact Center Technologies & Capabilities of 2024 (So Far!)
The contact center technology market is crowded, and providers are pushing the innovation envelope to stand out. By investing in flashy conferences and elabo...
Charlie Mitchell · 7 min read · 13 Jun 2024
Google Parent Alphabet Talks Acquisition Terms with HubSpot, Sources
Alphabet – Google’s parent company – has engaged in talks with HubSpot to acquire the CRM giant, according to Bloomberg sources. The development – shared by ...
Charlie Mitchell · 3 min read · 9 May 2024
Google Pens Landmark CCaaS Deal with Bell Canada, Brings GenAI to 10,000 Agents at Discover Financial Services
Google Cloud Contact Center AI (CCAI) from Bell is now generally available for Canadian businesses. Introduced at Google Next as "the first fully AI solution...
Charlie Mitchell · 5 min read · 9 Apr 2024
Will Google Takeover HubSpot?
Google parent Alphabet has drafted in advisers as it mulls over an offer for CRM software giant HubSpot, according to Reuters’ sources. A possible bid would ...
Charlie Mitchell · 3 min read · 8 Apr 2024
Google Makes Move to Improve CCaaS Reliability, Announces Auto-QA Solution
During last week’s Enterprise Connect event, Google announced two new additions to its CCaaS solution: the Google Contact Center AI Platform (CCAI-P). The fi...
Charlie Mitchell · 3 min read · 1 Apr 2024
Customer Journey Orchestration: Features, Examples, & Predictions
Orchestration solutions connect customer data and place it within the context of the customer journey, paving the way for real-time, personalized experiences...
Charlie Mitchell · 11 min read · 21 Feb 2024
Google Secures a 10,000+ Seat CCaaS Win, Reveals Several Contact Center Megadeals
Google has secured a series of impressive CCaaS wins, rubberstamping its credentials as a cloud contact center provider for the largest and most complex ente...
Charlie Mitchell · 5 min read · 19 Feb 2024
Google Tests New Innovation That Allows Customers to Skip Contact Center Queues
Google is testing a feature that allows customers to automate the beginning of contact center conversations. The “Talk to a Live Representative” feature acts...
Charlie Mitchell · 3 min read · 19 Feb 2024
Five9’s Intelligent CX Platform Is Now Available on Google Cloud Marketplace
Five9 has announced the availability of its Intelligent CX Platform on Google Cloud Marketplace. As a result, Google Cloud customers may more easily leverage...
James Stephen · 2 min read · 18 Jan 2024
Generative AI Beyond Self-Service: 3 Eye-Catching Contact Center Use Cases
After dominating the 2023 headlines, generative AI (GenAI) hype is not dying down. Almost every day, new capabilities come to light, stretching far beyond he...
Rhys Fisher · 3 min read · 16 Jan 2024
Gartner Magic Quadrant for Strategic Cloud Platform Services 2023
As businesses experiment more with AI, integrate SaaS platforms, and strive to lower maintenance work, the public cloud has become many organizations’ infras...
Charlie Mitchell · 6 min read · 15 Jan 2024
The Latest BIG News from AWS, Google, Adobe, & CX Today
From a surge of generative AI enhancements to a popular CCaaS platform to the return of a stalwart CX event, here are some extracts from our most popular new...
Charlie Mitchell · 4 min read · 4 Dec 2023
Google Has Released Two CCaaS Propositions In 12 Months. Here's Why.
During August's Google Next event, Google released its second CCaaS platform – CCAIP: Intelligent Virtual Agent-Only. The announcement came less than a year ...
Charlie Mitchell · 4 min read · 17 Oct 2023
Gartner Peer Insights “Voice of the Customer” for Enterprise Conversational AI Platforms 2023
Gartner Peer Insights is a verified review service for business tech buyers. Following an 18-month period – ending in June 2023 – Peer Insights published 866...
Charlie Mitchell · 8 min read · 18 Sept 2023
Bandwidth Launches AIBridge with Google and Cognigy
Bandwidth is launching AIBridge in partnership with Google and Cognigy to integrate artificial intelligence with contact centres. AIBridge is the latest in a...
James Stephen · 3 min read · 8 Sept 2023The Latest BIG News from Google, Salesforce, Five9, & Genesys
From more contact center GenAI innovation to CCaaS milestones, here are some extracts from our most popular news stories over the last seven days. Google Giv...
Charlie Mitchell · 5 min read · 1 Sept 2023Google Gives Its CCaaS Platform a GenAI Makeover, Launches an Alternative Contact Center Solution
Google has announced three new GenAI-driven features for its Contact Center AI Platform: Knowledge Assist w/ LLMs, Summarizations for Calls & Chats, and Gene...
Charlie Mitchell · 6 min read · 1 Sept 2023
ServiceNow Joins the Google-UJET CCaaS Party
In collaboration with UJET, Google has launched a native integration between its CCaaS platform and ServiceNow’s Customer Service Management (CSM) solutions ...
Charlie Mitchell · 2 min read · 2 Aug 2023
Gartner Magic Quadrant for DevOps Platforms 2023
DevOps is a critical cog within an enterprise’s digital transformation strategy. After all, it accelerates the rate at which solutions pass through the softw...
Charlie Mitchell · 8 min read · 4 Jul 2023
Dialpad Expands AI Capabilities with Google Cloud Partnership
Dialpad is partnering with Google Cloud to expand the AI capabilities of its customer intelligence platform. The collaboration involves integrating Google Cl...
Kieran Devlin · 3 min read · 12 May 2023
7 Generative AI Innovations Changing Conversational AI
"Some companies are at existential risk because it’s getting crowded in here." That is what Bradley Metrock, Founder & CEO of Project Voice 2023 , said when ...
Charlie Mitchell · 6 min read · 28 Apr 2023
Google's Latest Generative AI Plans Prompt an End-User Warning from Twilio
Earlier this week, The Financial Times revealed Google’s plans to bring generative AI to advertising. In doing so, Google hopes to create "novel" advertiseme...
Charlie Mitchell · 3 min read · 21 Apr 2023