Fin Operator Drives 20,000 AI Support Improvements To Free Employee Capacity
Fin’s Operator aims to optimise AI support through human-approved changes to knowledge, workflows, automations and Fin settings.
Francesca Roche · 10 Aug 2026
Context Decay Could Be Your AI’s Weakest Link
Learn why enterprise AI needs current business context to make reliable decisions across customer service and operations.
Francesca Roche · 6 Aug 2026
Freshworks Celebrates 90% Freshdesk Omni Migration With Autonomous Support Expansion
Freshworks advances its CX AI strategy with Freshdesk Omni, Freddy AI agents and growing autonomous customer support adoption.
Francesca Roche · 5 Aug 2026
Social Media Management Has Moved On, Has Gartner?
Discover why practitioners say Gartner’s Social Media Magic Quadrant misses modern community management realities.
Francesca Roche · 29 Jul 2026
OpenAI Launches Presence Amid AI Agent Safety Concerns
OpenAI launches Presence to help enterprises govern AI agents, as the Hugging Face security incident raises fresh safety concerns.
Francesca Roche · 22 Jul 2026
Oracle Widens Fusion Agentic Applications to More Builders with AI-Native Launch
Oracle’s new builder experience helps more organizations create and run governed agentic applications inside Fusion Applications.
Francesca Roche · 15 Jul 2026
Deployment-First AI Is a Dangerous Bet According to SAP CX
SAP CX warns that CX leaders must fix fragmented foundations before AI agents amplify those weaknesses at enterprise scale.
Francesca Roche · 8 Jul 2026
Beyond Deflection: The New Operating Model For Enterprise CX
Discover why CX leaders are swapping AI hype for structural redesigns. Learn how to update metrics, governance, and human workflows for 2026.
Rob Wilkinson · 24 Jun 2026
The AI Shutdown No One Saw Coming and What Enterprises Must Do Before the Next One
How the Mythos model ban is forcing enterprises to rethink AI resilience, vulnerability management, and autonomous security remediation.
Francesca Roche · 23 Jun 2026
KPMG Flags AI’s Enterprise Execution Gap
KPMG says enterprise AI is scaling fast, but weak governance, trust, and operating models still limit transformation outcomes.
Rob Wilkinson · 18 Jun 2026
Why Knowing Where Not to Use AI Is the New Marketing Advantage, According to Zendesk
As AI saturates the market, the real competitive edge lies in knowing exactly where automation ends and human value begins.
Francesca Roche · 15 Jun 2026
Adobe Advances AI-Driven Customer Journeys with CX Enterprise Coworker
Adobe expands enterprise AI strategy with CX Enterprise Coworker for marketing automation and customer journey orchestration.
Francesca Roche · 11 Jun 2026
Why Vonage Is Moving Beyond Generic AI for CX With Industry-Specific AI Agents
Vonage's vertical AI strategy aims to reduce deployment complexity while improving CX outcomes and service consistency.
Francesca Roche · 4 Jun 2026
Enterprise AI Video Has a Relevance Problem
Personalized AI video is reshaping enterprise CX by delivering relevance, engagement and measurable business value
Francesca Roche · 3 Jun 2026
Nvidia’s Earnings Prove Agentic AI Is Now An EX And CX Weapon
NVIDIA Q1 FY2027 earnings show agentic AI momentum, but the CX takeaway is internal EX automation, including 66% support deflection.
Rob Wilkinson · 21 May 2026
From UI to Headless: Why Natural Language Is Becoming the CX Interface
Natural language is replacing CX user interfaces as AI agents let users stop navigating software and start trusting responses.
Francesca Roche · 19 May 2026
The 2026 Headless Market: The Four Enterprise Strategies Reshaping CX Software
Explore four headless strategies reshaping enterprise CX, from composable commerce to AI-driven workflow automation.
Francesca Roche · 13 May 2026
SAP Shifts CX Strategy Toward Orchestrated, Outcome‑Driven AI Systems
SAP’s Sapphire 2026 launches aim to replace fragmented AI copilots with orchestrated, autonomous systems for customer experience.
Francesca Roche · 12 May 2026
AWS Delivers Its Fastest Growth in 15 Quarters, CEO Announces
AWS posts a 15-quarter high growth rate, driven by modernization projects and production-grade generative AI deployments.
Francesca Roche · 4 May 2026
Microsoft Q3 2026 Earnings: The Autonomous CX Era Arrives
Microsoft Q3 2026 earnings reveal a massive shift toward autonomous CX systems. Discover how AI agents are reshaping contact centers and enterprise support.
Rob Wilkinson · 30 Apr 2026
You Wait All Year For A CX Copilot, Then Genesys And Microsoft Drop Two At Once
Genesys Cloud Copilot and Microsoft Dynamics 365 CX agents launched the same day. We compare features, scope, and whether the timing was cheeky.
Rob Wilkinson · 28 Apr 2026
SoundHound’s LivePerson Deal Targets the Biggest Omnichannel CX Gap
The SoundHound LivePerson acquisition aims to unite voice AI and messaging, helping enterprises reduce context loss and simplify omnichannel customer service.
Rob Wilkinson · 27 Apr 2026
Benioff Rejects SaaS-pocalypse Fears as AI Reshapes Enterprise Software
Marc Benioff argues AI will strengthen SaaS as investors worry about disruption to software business models.
Francesca Roche · 22 Apr 2026
Always On, Still Losing Revenue: The Board Slide That Links Degraded CX to Churn
Always-on service isn’t just CX - it’s a commercial decision. Ross Telfer explains how service failures drives churn and hidden revenue loss.
Rob Wilkinson · 10 Apr 2026
Gartner Warns Enterprises Against Cutting Support Teams to Fund AI
AI spending is set to double while Gartner advises enterprises to retain skilled staff for stable customer service operations.
Francesca Roche · 3 Apr 2026
Oracle’s Fusion Agentic Applications Push Enterprise AI Past Copilots
Oracle launched Fusion Agentic Applications, embedding AI agents into Fusion workflows to reason, decide, and act with governance across enterprise processes.
Rob Wilkinson · 24 Mar 2026
Sprinklr’s Earnings Signal a Shift Toward AI-Native CX Platforms
Sprinklr’s Q4 FY26 earnings highlight a shift toward AI-native CX platforms as Project Bear Hug sharpens execution and enterprise demand grows.
Rob Wilkinson · 12 Mar 2026
RingCentral Unveils AIR Pro at Enterprise Connect: Next-Gen Voice AI for Customer Engagement
RingCentral unveils AIR Pro at Enterprise Connect, a voice-first AI platform automating complex customer interactions across channels.
Francesca Roche · 11 Mar 2026
UJET Introduces Agentic Experience Orchestration to Simplify Agent Workflows and Unify CX Systems
UJET launches AXO, a new CX AI orchestration platform designed to reduce agent desktop complexity and unify enterprise systems.
Francesca Roche · 11 Mar 2026
NiCE Launches Agentic AI Platform to Accelerate Contact Center Automation
NiCE launches agentic AI platform that converts enterprise interaction data into deployable AI agents for customer service automation
Francesca Roche · 10 Mar 2026
OpenAI Acquires Promptfoo to Embed Security in AI Agents
OpenAI acquires Promptfoo to embed AI security testing into its Frontier platform, ensuring safer, reliable enterprise AI agents.
Francesca Roche · 10 Mar 2026
Tech Mahindra And NVIDIA Kill The Support Ticket With Zero-Touch CX At MWC 2026
MWC 2026 signals a shift to real-time CX insights, Zero-Touch CX, and “predictable outcomes” that prevent issues before customers feel them.
Rob Wilkinson · 9 Mar 2026
OpenAI’s Consulting Play, CX Leaders Might Get Sidelined
OpenAI Frontier Alliances with BCG, McKinsey, Accenture, and Capgemini signal scaled agentic AI, and CX leaders must set guardrails early.
Rob Wilkinson · 24 Feb 2026
Anthropic and Infosys Launch Enterprise AI for Regulated Telecom Operations
Anthropic and Infosys deliver enterprise AI for regulated industries, combining automation, governance, and policy aware workflows.
Francesca Roche · 17 Feb 2026
Cisco Bets On ServiceNow: Webex Contact Center Lands A Native Integration
Cisco announced Webex Contact Center for ServiceNow, a native CCaaS integration bringing voice, digital channels, and AI assistance into ServiceNow.
Rob Wilkinson · 10 Feb 2026
Amazon’s AgentCore Moment: Letting Contact Center AI Finally Go Off Script
Amazon’s Q4 2025 earnings spotlight Bedrock AgentCore and agentic AI, signaling a shift from scripted bots to governed autonomous agents in the contact center.
Rob Wilkinson · 9 Feb 2026
Cisco’s 360 Partner Program Confirms What AI in CX Really Needs to Scale
Cisco launches the Cisco 360 Partner Program as the AI Readiness Index 2025 shows only 13 percent to 14 percent of firms are AI Pacesetters. Learn what this shift means for CX leaders deploying AI agents, improving customer experience, and measuring AI value.
Rob Wilkinson · 27 Jan 2026
Salesforce Targets Agent Sprawl Increase in Latest MuleSoft Expansion
With AI agents expected to exceed 1 billion by 2029, Salesforce expands MuleSoft Agent Fabric to tackle enterprise agent sprawl.
Francesca Roche · 27 Jan 2026
What Are the CX Community Engagement Trends to Watch in 2026?
Community-led customer experience is becoming core infrastructure in 2026, driving trust, retention, and influence in AI-driven environments.
Sophie Wilson · 17 Jan 2026
AWS Expands PCI DSS Compliance to New Services and Regions
AWS’s Fall 2025 PCI DSS compliance package adds new services to help customers maintain secure, automated, and auditable payment workflows.
Francesca Roche · 15 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 · 12 Jan 2026
Microsoft Acquires Osmos to Advance Its Data Unification Strategy
Microsoft has announced its decision to acquire Seattle-based startup Osmos . Osmos utilizes autonomous AI to transform raw data into analytics-ready and AI-...
Francesca Roche · 7 Jan 2026
Cognizant Acquires 3Cloud, Creating Microsoft Azure Powerhouse for Enterprise AI
Cognizant completes acquisition of 3Cloud, creating 21,000+ Azure specialist powerhouse for enterprise AI transformation. What CX leaders need to know about Ravi Kumar S's strategy and Microsoft partnership implications.
Rob Wilkinson · 6 Jan 2026
The Rising Popularity of SMBs: Why Are Smaller Enterprises Gaining Traction in the CX Space?
SMB popularity is on the rise, and more vendors are suddenly starting to take notice of their customer platform results. Traditionally, smaller-sized enterpr...
Francesca Roche · 5 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 · 2 Jan 2026
Why ERP Systems Matter More When Customer Expectations Keep Rising
Explore how ERP systems for CX can unify business functions, enhancing collaboration and improving customer experiences.
Rebekah Carter · 24 Dec 2025
Zendesk Acquires Unleash, Introduces AI Enterprise Search Tool
Zendesk has acquired technology provider Unleash to integrate AI search capabilities into its customer services offerings. By implementing its capabilities w...
Francesca Roche · 22 Dec 2025
The AI Era CEO Exodus: Why Execs Are Stepping Down and What It Means for Customers
CEOs are stepping down as the AI era transforms business leadership, and this is set to reshape customer experiences.
Nicole Willing · 18 Dec 2025
Five9 Appoints New CEO to Lead AI-Driven Strategy
Five9 names AI veteran Amit Mathradas as its new CEO as it sharpens its AI-powered CX strategy following a year of restructuring.
Nicole Willing · 17 Dec 2025
Capita's Secret to Better CX? Prioritize Process First
Strong processes are the backbone of successful customer experience. Learn how process, data, and AI work together to deliver better CX.
Nicole Willing · 17 Dec 2025
ServiceNow in Talks to Buy Armis for $7BN, in Next Phase of CX-Driven Cybersecurity Consolidation
ServiceNow is reportedly in talks to acquire Armis for up to $7BN, parts of a broader cybersecurity consolidation across customer experience.
Nicole Willing · 16 Dec 2025
Oracle Reports Faster AI Agent Rollouts in “Weeks, Not Years” but Investor Doubts Linger
Oracle reports AI agents are transforming customer service tech with self-service models and quicker rollouts but investors remain cautious.
Nicole Willing · 11 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 · 11 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 · 10 Dec 2025
Snowflake and Anthropic sign $200MN Deal to Advance Agentic AI for Enterprise Data
The $200MN partnership brings Claude-powered AI agents to Snowflake Cortex AI, enabling enterprises to enhance customer experience.
Nicole Willing · 4 Dec 2025
Can Sprinklr’s Bear Hug Stop Revenue Slide in 2025?
Explore Sprinklr's Project Bear Hug aimed at strengthening ties with top clients and boosting enterprise engagement.
Rhys Fisher · 4 Dec 2025
Zendesk and Microsoft Targets The Small Business Market in Latest Partnership
Discover the benefits of the Microsoft and Zendesk collaboration for small businesses, empowering productivity and customer experience.
Francesca Roche · 1 Dec 2025
Microsoft Steps Up Efforts to Support European Customers' Data Sovereignty
Microsoft steps up to help European customers maintain control over their data while fostering innovation and resilience.
Nicole Willing · 1 Dec 2025
8x8 Enhances Security and Privacy Portfolio For Secure Customer Data Handling
Discover how 8x8 enhances security portfolio with new privacy standards. Customer data protection is now a top priority.
Francesca Roche · 27 Nov 2025
Zoom Reveals AI Transformation Strategy in Latest Earnings Report
Zoom has announced its decision to double down on its AI-first vision across communications. The communications platform disclosed its Q3 earnings on Monday,...
Francesca Roche · 25 Nov 2025