Chatbots
Big CX News From Salesforce, Zoom, Meta and Google
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Zoom, Meta, Google
Rob Wilkinson · 3 min read · 28 Aug 2026
Meta’s $18bn Settlement Could Upend Social CX
Meta’s $18bn settlement could reshape Gen Z CX, pushing brands toward DMs, revised social SLAs, and stronger data privacy.
Rob Wilkinson · 5 min read · 27 Aug 2026
How to Optimize AI Bots Using Real Customer Conversations
For many organizations, getting an AI bot live is a milestone, but sustaining its performance is where the real work begins. Bots built on static assumptions...
Francesca Roche · 4 min read · 14 Jul 2026
The Hidden Risks of Rushing into Customer Automation
The pressure to automate is outpacing organizational readiness. As enterprises race to deploy AI-powered bots and virtual agents, automation can quietly erod...
Francesca Roche · 4 min read · 7 Jul 2026
AI Slop Is a Customer Experience Problem – Is Multimodal the Cure
Do you think AI has actually made customer support better? For businesses, the answer is mostly yes. Costs have come down, coverage has expanded, and chatbot...
Rhys Fisher · 4 min read · 16 Apr 2026
Formula 1 and Salesforce Expand AI Partnership to Strengthen Digital Fan Engagement
Formula 1 extends its Salesforce partnership, launching an AI powered fan agent to enhance digital engagement worldwide.
Francesca Roche · 5 min read · 4 Mar 2026
The New Rules of CX Tech: CMP Research and Datamark’s Blueprint for Tomorrow
33% of CX leaders are cutting tech to improve efficiency. Discover why data hygiene and agent adoption are the keys to the new CX technology stack.
Rob Wilkinson · 4 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
Lost in Translation: Why Your Chatbot Might Be Misleading Customers
New research reveals a ‘translation gap’ in how AI and humans interpret probability. Learn why vague chatbot language could be hurting your CX.
Rob Wilkinson · 3 min read · 25 Feb 2026
AI Readiness In CX: Why Most Teams Can’t Escape The POC Trap
Martin Hill-Wilson of Brainfood Consulting explains AI readiness in CX, why POCs stall, and how data, governance, and trust shape real AI value.
Rob Wilkinson · 5 min read · 18 Feb 2026
AI Receptionists Are Becoming Digital Labor (and the ROI Is Getting Real)
AI receptionists automate calls and appointments, reduce missed opportunities and deliver ROI for businesses, but are audiences noticing?
Francesca Roche · 5 min read · 18 Feb 2026
Inside 8x8’s Q3: Usage-Based CX Revenue Starts To Carry The Load
8x8’s Q3 2026 earnings reveal rapid growth in usage-based CPaaS, digital, and AI revenue, offsetting Fuze churn and signaling the future of CX pricing
Rob Wilkinson · 7 min read · 5 Feb 2026
UK Government Partners with Anthropic to Launch AI-Powered Assistant
Anthropic and the UK government collaborate to pilot an AI-powered GOV.UK assistant, helping citizens access personalized employment support.
Francesca Roche · 4 min read · 27 Jan 2026
A Google Calendar Invite, a Hidden Prompt, and a New Kind of AI Security Problem
Security researchers warn that AI assistants like Gemini and Copilot can be manipulated through natural language to expose sensitive data.
Nicole Willing · 6 min read · 22 Jan 2026
Omnichat Unveils Omni AI Agent Studio to Power WhatsApp Customer Interactions
Omnichat launches AI Agent Studio as brands increasingly use WhatsApp to drive customer engagement and deliver measurable results.
Nicole Willing · 4 min read · 20 Jan 2026
Crescendo Launches AI Shopping Assistant On Shopify For Increased Customer Engagement
Crescendo’s AI Shopping Assistant unifies product discovery and customer support on Shopify, delivering personalized shopping experiences.
Francesca Roche · 4 min read · 14 Jan 2026
Capgemini Reveals How Transparency and Connection Now Drive Consumer Loyalty
Capgemini has released its 2026 Consumer Report , detailing how consumer value has now shifted toward fairness, transparency, and emotional connection. The t...
Francesca Roche · 5 min read · 6 Jan 2026
Autonomous Agents in CX Must Balance Automation with Brand Safety Before Strategies Scale
Almost every contact center already uses AI to automate routine tasks like password resets and order status checks. But now we’re entering a new era, one def...
Rebekah Carter · 19 min read · 2 Jan 2026
The Call That Cost a Fortune
Every CX leader's nightmare: the one call that went catastrophically wrong . In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Va...
Rob Scott · 1 min read · 30 Dec 2025
Why Real-Time AI Is Becoming Critical for Customer Experience (And Why Latency Can Kill CX)
Discover how agentic AI & chatbots are redefining customer experience through low-latency design, and empathy-driven architecture.
Thomas Walker · 5 min read · 28 Dec 2025
CX Today's 12 Trends of Christmas: Expert Predictions for 2026
12 CX analysts, vendors, and practitioners share their biggest customer experience predictions for 2026, from agentic AI to data governance and personalization at scale.
Rhys Fisher · 1 min read · 23 Dec 2025
Eurostar's Chatbot Goes Off the Rails, Security Firm Finds
Pen Test Partners identified flaws in Eurostar's customer-facing AI chatbot, revealing risks when guardrails and API controls are weak.
Nicole Willing · 7 min read · 22 Dec 2025
Why Do So Many Agent Assist AI Deployments Fail? The Contact Center Architecture Mistakes to Avoid
Discover how agent-assist AI can transform contact center operations by improving efficiency and customer interactions.
Thomas Walker · 4 min read · 21 Dec 2025
CX Trends 2025 Part 3: When AI Knows You Better Than You Know Yourself: Personalization Reaches Its Inflection Point
Read CX Trends 2025 Part 3 to find out how organizations can leverage AI for deeper and more meaningful customer personalization.
Francesca Roche · 10 min read · 17 Dec 2025
Zoom Launches AI Companion 3.0, Expands its AI Strategy
Discover how Zoom Launches AI Companion 3.0, providing seamless support for your meetings and chats with innovative features.
Francesca Roche · 5 min read · 15 Dec 2025
The Smart Automation Moves Powering Support Cost Reduction Without Breaking CX
How smart contact center automation drives support cost reduction through AI containment, self-service, routing, and workforce optimisation.
Rebekah Carter · 10 min read · 15 Dec 2025
Will Your CFO Approve Agentic AI? The ROI Framework CX Leaders Need to Secure Investment
Build a compelling business case for agent-assist, showcasing how an automation strategy can save money and drive customer satisfaction.
Thomas Walker · 5 min read · 14 Dec 2025
The BPO Wake-Up Call: A Complete Guide for CX Leaders
Discover what BPO is, how business process outsourcing works, and why it has become essential for modern customer experience teams.
Rebekah Carter · 14 min read · 11 Dec 2025
Thoma Bravo Closes Verint Deal, Creating the “Industry’s Most Comprehensive AI-Powered CX Platform”
Explore the Thoma Bravo Verint acquisition and its implications for AI-powered customer experience platforms.
Rhys Fisher · 6 min read · 10 Dec 2025
Microsoft Invests $36.5BN into India and Canada for AI Initiative, Expanding Local Customer Services
Understand the significance of Microsoft's investment to localize AI in India and Canada, transforming digital landscapes and skills.
Francesca Roche · 7 min read · 10 Dec 2025
Chime’s Approach to Treating AI Like Human Agents and What Buyers Can Learn
Learn how treating AI like a human agent transformed Chime's customer support and improved CSAT scores significantly.
Nicole Willing · 7 min read · 9 Dec 2025
IBM and Riyadh Air Collaborate to Launch AI Native Customer Travel Services
Explore the future of travel as IBM and Riyadh Air expand partnership, creating an AI-native airline for superior customer service.
Francesca Roche · 6 min read · 8 Dec 2025
Salesforce Reports Record Cyber Week as AI Agents Drive $67BN in Sales
Salesforce analysis shows AI agents powered record Cyber Week performance, as shoppers increasingly trust agentic commerce for holiday buying.
Nicole Willing · 4 min read · 8 Dec 2025
Salesforce’s Zahra Bahrololoumi CBE Unveils How Global Brands Are Building Agentic Enterprises
Explore the concept of agentic AI and how it fosters collaboration between humans and AI for customer success.
Rob Wilkinson · 6 min read · 4 Dec 2025
Why ‘Good Enough’ Generative AI Isn’t Good Enough for Enterprise CX
Is ‘almost’ ever good enough? Now, I know this sounds like the sort of pseudo-philosophical caption you might see over a photo of a brooding Tom Hardy or Cil...
Rhys Fisher · 5 min read · 4 Dec 2025
A 2025 Review: The 5 Trends Every Head of CX Needs To Know
Uncover the top CX trends for 2025, highlighting the importance of accountability in AI tools amid rising regulatory scrutiny.
Sean Nolan · 4 min read · 3 Dec 2025
25 Years of CX Excellence: ECCCSAs Set the Standard Across Europe
Explore the highlights of ECCCSAs 2025, celebrating 25 years of excellence in customer contact across Europe.
Rob Wilkinson · 7 min read · 2 Dec 2025
Amazon Connect Delivers "Superhuman" Powers for Frontline Teams at AWS re:Invent
AWS re:Invent News: Amazon Connect launches Agentic AI to give frontline teams "superhuman" powers. Explore the 29 new features for managers and agents
Rob Scott · 4 min read · 1 Dec 2025
2025 CX Trends Part 1: How Agentic AI is Set to Deliver on Decades of Broken Promises
Gain valuable forecasts in CX Trend Series 2025 Part One, highlighting significant trends in customer experience and AI advancements.
Francesca Roche · 6 min read · 1 Dec 2025
OpenAI Discloses Mixpanel Hack, Highlighting Risks in Third-Party Data Security
OpenAI’s disclosure of a Mixpanel security breach underscores the dangers of third-party apps and major AI providers holding customer data.
Nicole Willing · 5 min read · 1 Dec 2025
Beyond Automation: Harnessing Agentic and Voice AI for Seamless Customer Journeys
As customer expectations continue to rise across digital channels, businesses are under growing pressure to deliver seamless, context-rich and proactive expe...
Christopher Carey · 5 min read · 1 Dec 2025
Generative AI in the Contact Center is Losing its Appeal. Time For an Upgrade?
Generative AI in the contact center is evolving fast. Explore use cases, lessons learned, and how agentic AI will shape the future of CX.
Rebekah Carter · 12 min read · 28 Nov 2025
Stop Wasting Money on Empty AI: Build Value That Lasts
We’ve all been guilty of blindly following the latest trend at one point or another. For this writer, as much as it pains me to admit, it was the trademark s...
Rhys Fisher · 4 min read · 26 Nov 2025
IRS Adopts Salesforce’s Agentforce as Staffing Cuts Strain Tax Agency Service Quality
The IRS is deploying Salesforce's Agentforce as government agencies look to AI to service taxpayers amid staffing shortages.
Nicole Willing · 6 min read · 25 Nov 2025
What Is Customer Feedback Management?
Explore customer feedback management strategies to capture and analyse real-time feedback, driving improvements across all teams.
Rebekah Carter · 14 min read · 25 Nov 2025
AI Hallucinations Start With Dirty Data: Governing Knowledge for RAG Agents
Learn how AI hallucination can undermine brand trust and the critical role of accurate knowledge bases in AI performance.
Rebekah Carter · 13 min read · 23 Nov 2025
What Is AI Behaviour Monitoring? A Guide for CX Leaders
Explore the challenges of AI governance oversight as enterprises rush to adopt AI while customers remain cautious and concerned.
Rebekah Carter · 14 min read · 22 Nov 2025
Customer Loyalty Management Gets Intelligent
how customer loyalty management helps enterprises drive retention, improve CX, and build trust using integrated systems.
Rebekah Carter · 13 min read · 22 Nov 2025
The Strategic CX Leader's Guide to Navigating AWS re:Invent 2025
AWS re:Invent 2025 event primer for CX leaders: 43 Amazon Connect sessions on agentic AI, proven ROI case studies, navigation tips. December 1-5, Las Vegas.
Rob Scott · 8 min read · 21 Nov 2025
How AI Helps CMOs Hit Key Marketing KPIs Faster
Learn how AI in Marketing and digital marketing tools inside your martech stack help CMOs hit KPIs and marketing targets faster.
Sean Nolan · 5 min read · 19 Nov 2025
Less Tech, More Flow: Why Orchestration Is the New CX Power Move
Explore CX orchestration to avoid the pitfalls of Frankenstack technology. Learn how to streamline customer experience effectively.
Sean Nolan · 3 min read · 19 Nov 2025
Enterprises Double Down on Conversational AI in EMEA to Boost Customer Loyalty
Enterprises in EMEA are embracing conversational AI to meet customer expectations and modernize operations.
Nicole Willing · 4 min read · 17 Nov 2025
Cisco Outlines Strategy to Help Customers Struggling With AI Adoption
Cisco addresses the AI readiness gap by enhancing customer experience and driving growth in AI product adoption and investment.
Francesca Roche · 5 min read · 13 Nov 2025
3 Ways CMOs Can Use AI in Martech to Drive Personalization, Prediction, and Content
Explore how AI marketing tools are helping the CMO transform modern marketing with data-driven personalization.
Sean Nolan · 6 min read · 12 Nov 2025
Is Your Chatbot Giving Away Secrets? How to Stop Whisper Leak Now
Microsoft has uncovered the ‘Whisper Leak’ vulnerability — a flaw that exposes encrypted AI chatbot conversations. Learn how contact centers can protect customer privacy and rebuild trust.
Rhys Fisher · 4 min read · 10 Nov 2025
Salesforce Acquires Spindle AI to Boost Agentforce Analytics and Forecasting
Salesforce makes Spindle AI acquisition, bringing advanced analytics and scenario modeling to enhance its Agentforce platform.
Nicole Willing · 3 min read · 10 Nov 2025
AI Agents For Customer Support: Trends, Predictions & Providers
AI agents have become a topical focus during CX discussions. Now, with their popularity soaring across industries, one might wonder what's next for agentic A...
Francesca Roche · 8 min read · 10 Nov 2025
AI & Automation in CX: The Ultimate Enterprise Guide to CX Automation, AI Tools, and Platforms
Learn how AI automation, CX platforms, and AI tools transform customer experience. Explore strategies, use cases, ROI, and vendor selection.
Thomas Walker · 14 min read · 5 Nov 2025
Voice Remains CX Powerhouse: AI And Cloud Fuel Its Global Surge
For years, predictions suggested that chatbots and digital channels would make the phone call obsolete. Yet new data tells a different story: AI is not repla...
Rhys Fisher · 5 min read · 4 Nov 2025
Agentic AI Ushers in a New Era of Holiday Shopping
This holiday season, AI agents are set to enhance the shopping experience with customised deals and intelligent suggestions.
Nicole Willing · 7 min read · 4 Nov 2025