Sam Altman
Customer experience voice
43 stories · newest first · 13 in 2026 · 6 in the last 90 days
AI Agents: OpenAI's Big Bet vs. Gartner's Warning Sign
OpenAI just bet big on always-on AI agents capable of running entire projects without supervision. Gartner says most enterprises deploying agentic AI this way will abandon it within two years. We explore these contrasting visions for the future of enterprise agentic AI.
Sean Nolan · 6 min read · 5 Oct 2026
When AI Agents Ignore “No,” Security Gets Real
AI agent security risks are rising as Medicare, Gemini testing, Manchester Airport, and CISA highlight access and identity threats.
Rhys Fisher · 5 min read · 24 Sept 2026
Frontier AI Slowdown Debate: What It Means for CX Leaders
As Altman, Musk, and Amodei call for slower frontier AI development, CX leaders face new questions on governance and trust.
Sophie Wilson · 3 min read · 17 Sept 2026
AI Is Moving Faster Than Customer Operations. That Is the Real CX Challenge.
Salesforce, OpenAI CEO Sam Altman, and Marc Benioff discuss AIforce, customer operations, AI agents, and why better AI will not automatically fix CX.
Rob Scott · 7 min read · 17 Sept 2026
Round Up: Why Governing Enterprise AI Has Become a High-Stakes Challenge
Silicon Valley debates an AI development slowdown while Salesforce launches new enterprise AI governance tools at Dreamforce.
Lily Jemmett · 5 min read · 17 Sept 2026
Altman, Musk, and Amodei Want an AI Slowdown - But Who Benefits?
Altman, Musk and Amodei support an AI slowdown. Is it a genuine safety intervention, or a strategic move by frontier AI leaders?
Sophie Wilson · 7 min read · 15 Sept 2026
Verizon CEO: AI Agents Could Displace ‘A Large Percentage’ of Customer Service Jobs
Verizon CEO Dan Schulman says AI could displace a “large percentage” of customer service work, as enterprises accelerate AI agent adoption.
Nicole Willing · 6 min read · 8 Jun 2026
Sam Altman Softens Stance on AI Replacing Jobs, Says Some Human Work Will Endure
OpenAI CEO Sam Altman says is "delighted to be wrong about" the short-term impact of AI on entry-level jobs and customer service.
Nicole Willing · 4 min read · 27 May 2026
CommBank Tests AI Banking App Companion Backed by $1BN Security Investment
CommBank has launched testing of an AI-powered companion in its banking app, backed by $1BN in security investment and governance safeguards.
Nicole Willing · 5 min read · 27 May 2026
Microsoft and OpenAI Move Beyond Exclusivity in Next Phase of AI Partnership
OpenAI and Microsoft revise partnership, ending exclusivity and enabling multi-cloud AI delivery, reshaping enterprise strategy and CX.
Francesca Roche · 5 min read · 1 May 2026
OpenAI Just Bet Big on Personal AI Agents. Is Customer Service Ready?
Personal AI agents are heading mainstream. Here's why OpenAI's OpenClaw hire is a wake-up call for customer service leaders.
Rhys Fisher · 6 min read · 18 Feb 2026
OpenAI’s Sam Altman Criticizes Anthropic over Claude Advertising Campaign
Sam Altman criticizes Anthropic’s Claude ad campaign, as OpenAI and Anthropic clash over advertising, access, and the future of AI platforms.
Francesca Roche · 5 min read · 5 Feb 2026
The AI Bill Comes Due: Will Costs Derail CX Innovation in 2026?
How rising AI infrastructure and inference costs could threaten enterprise CX adoption and what buyers must do to prepare.
Nicole Willing · 6 min read · 30 Jan 2026
Dreamforce 2025: The Top Announcements, ft. Agentforce 360, The New Slack, & Apromore Acquisition
50,000 people are descending on San Francisco for one of the biggest events in the enterprise technology calendar: Dreamforce. The 23 rd annual conference is...
Chris Porter · 9 min read · 13 Oct 2025
The Most Valuable AI in the Contact Center Is a Copilot, Not a Replacement
Sam Altman, CEO of OpenAI, has made several quips around the future of customer service. First, he predicted human customer support will be “totally, totally...
Charlie Mitchell · 3 min read · 13 Oct 2025
Anthropic Ramps Up Enterprise Push with Support Expansion and New AI Model
AI startup Anthropic is targeting enterprise growth, planning to increase its customer support staff fivefold this year and releasing a new version of its Cl...
Nicole Willing · 4 min read · 1 Oct 2025
Gartner: No Fortune 500 Firms Will Fully Replace Customer Support Staff with AI by 2028
Gartner has predicted that no Fortune 500 company will fully replace human customer service employees with AI by 2028. The prediction comes as companies rush...
Nicole Willing · 3 min read · 18 Sept 2025
OpenAI CEO Sam Altman Now Claims AI Will Take Customer Service Jobs First
Sam Altman says he’s "confident" that AI will first take over customer service roles as it transforms the job market. Speaking on ‘The Tucker Carlson Show’ l...
Francesca Roche · 3 min read · 18 Sept 2025
Atlassian Follows Salesforce's Lead, Slashes Customer Support Roles
Aussie collaboration software provider Atlassian has cut 200 customer support jobs in Europe. The move is the latest example of how some companies are restru...
Nicole Willing · 3 min read · 9 Sept 2025
Big CX News from Salesforce, ServiceNow, HubSpot & Microsoft
From Salesforce's entry into the ITSM market to ServiceNow's center automation strategy, here are extracts from some of this week’s most popular news stories...
Rhys Fisher · 4 min read · 5 Sept 2025
Klarna Redeploys Staff to Customer Service, Pulls From Marketing, Engineering, and Legal Teams
Klarna has drafted staff from its marketing, engineering, and legal teams to bolster its customer service headcount. Business Insider broke the news, citing ...
Rhys Fisher · 3 min read · 3 Sept 2025
NVIDIA CEO: We'll Be Busier in the Future Than We Are Right Now
One of the major selling points of widespread AI adoption is its potential to take work off employees' plates. That message isn't limited to the customer exp...
Rhys Fisher · 3 min read · 2 Sept 2025
The Proposed US Bill to Mandate Human Customer Support: Everything That’s Wrong With It
In July, two US senators proposed the "Keep Call Centers in America Act of 2025". If it passes, the bill would serve two primary purposes: Ensure customers a...
Charlie Mitchell · 5 min read · 2 Sept 2025
ServiceNow Hasn’t Cut Its Customer Service Headcount, Despite Deflecting 75% of Cases
In July, OpenAI CEO Sam Altman warned that AI advancements are leading to the ‘end of human customer service’. Meanwhile, just three days ago, Marc Benioff, ...
Rhys Fisher · 3 min read · 1 Sept 2025
OpenAI’s Latest Moves Put Many Voice AI Startups on Notice
OpenAI has released its "most advanced speech-to-speech model yet": gpt-realtime. The AI giant also took the wraps off its Realtime API, now generally availa...
Charlie Mitchell · 4 min read · 1 Sept 2025
US Senators Propose Bill to Mandate the Right to Human Customer Service
Two US senators have proposed a bill that forces contact center agents to immediately disclose their location and/or whether they’re AI. The bill would then ...
Charlie Mitchell · 4 min read · 4 Aug 2025
Big CX News from NiCE, OpenAI, Five9, & Microsoft
From a NiCE $955MN acquisition to an eyebrow-raising AI prediction from OpenAI's Sam Altman, here are extracts from some of this week’s most popular news sto...
Rhys Fisher · 4 min read · 1 Aug 2025
"Totally, Totally Gone": OpenAI CEO Sam Altman Predicts the End of Human Customer Service
Sam Altman, CEO of OpenAI , has warned of a future where AI will eliminate entire job categories, including customer support. The CEO made the comments last ...
Charlie Mitchell · 3 min read · 30 Jul 2025
OpenAI's New ChatGPT agent Will Find, Communicate with, and Buy from Businesses
OpenAI has announced ChatGPT agent, promising to change how consumers interact with businesses forever. The agent is capable of doing real, complex work, usi...
Charlie Mitchell · 5 min read · 21 Jul 2025
Big CX News from Zoom, OpenAI, Salesforce, and Sanas
From a big new addition to a prominent AI assistant to a controversial possible update to ChatGPT, here are extracts from some of this week’s most popular ne...
Charlie Mitchell · 3 min read · 11 Jul 2025
OpenAI Ponders Adverts on ChatGPT as It Bids to Reimagine Commerce Experiences
Last month, the OpenAI Podcast launched, with the first episode featuring CEO Sam Altman. During the conversation , host Andrew Mayne quizzed Altman over the...
Charlie Mitchell · 3 min read · 8 Jul 2025
Klarna Isn’t Backing Down from AI in Customer Service; It’s Getting Smarter About It
Klarna CEO Sebastian Siemiatkowski has clarified recent comments about the company's approach to AI in customer service. The comments stem from an interview ...
Floyd March · 3 min read · 20 May 2025
Meta Goes All In on Virtual Agents with Embedded Ads & Celebrity Voices
Meta has added the capability to embed virtual agents within adverts posted on its social media platforms. As such, customers may lay a click-to-message link...
Kieran Devlin · 3 min read · 27 Sept 2024
T-Mobile & OpenAI Team Up to Build a "First-Ever" AI Engine for Customer Experience
T-Mobile claims that it – with help from OpenAI – is building the "first-ever" intent-driven AI-decisioning platform for customer experience: IntentCX. The p...
Charlie Mitchell · 4 min read · 19 Sept 2024
Klarna is All in on AI, Plans to Slash Workforce in Half
Klarna has announced that it will reduce its workforce by almost 50 percent. The buy-now-pay-later specialist believes that its investment in and use of AI w...
Rhys Fisher · 4 min read · 30 Aug 2024
Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents
Klarna teamed up with OpenAI to launch its first virtual assistant, and - one month in - the results appear overwhelmingly positive. Indeed, Klarna stated th...
Rhys Fisher · 3 min read · 29 Feb 2024
Salesforce CEO Marc Benioff Cautions OpenAI on Its “Ripped Off” Training Data & “Commoditized” Models
Salesforce CEO Marc Benioff has shared his concerns over how GenAI companies leverage data to train their large language models (LLMs). During an interview w...
Charlie Mitchell · 3 min read · 17 Jan 2024The Latest BIG News from Zoom, Verint, Salesforce, & AWS
From a CCaaS milestone to a differentiative AI approach, here are some extracts from our most popular news stories over the last seven days. Zoom Reaches 700...
Charlie Mitchell · 4 min read · 24 Nov 2023
Salesforce Wants to Poach Disgruntled OpenAI Employees
In the wake of Sam Altman’s ousting from his position as CEO of OpenAI by the company’s board, more than 700 of its employees have threatened to quit in supp...
James Stephen · 3 min read · 21 Nov 2023The Latest BIG News from RingCentral, Twilio, OpenAI, & IBM
From a massive CCaaS deal to a cutting-edge GenAI virtual agent use case, here are some extracts from our most popular news stories over the last seven days....
Charlie Mitchell · 4 min read · 10 Nov 2023
OpenAI Allows Businesses to Customize ChatGPT for Specific Use Cases
OpenAI has released a new version of ChatGPT, which lets businesses customize the LLM to serve their own needs. These custom versions of ChatGPT, known as ‘G...
James Stephen · 3 min read · 7 Nov 2023
Genesys Hops on the Generative AI Bandwagon, Offers 30-Day Trial of Its New Solution
Genesys has released a new agent-assist capability to auto-summarize customer conversations across voice and digital channels. In doing so, it automates much...
Charlie Mitchell · 3 min read · 5 Jun 2023
Salesforce Teases “The World’s First Generative AI for CRM”
Salesforce is preparing to launch Einstein GPT, the “world’s first” generative AI for CRM. The AI will allow businesses to generate "trusted" content from th...
Charlie Mitchell · 3 min read · 7 Mar 2023