AI Hallucinations in Banking are a CX Risk, Not Just a Technical One
AI hallucinations are a significant frontline CX and governance risk for financial services, threatening to create customer harm, compliance exposure, and re...
Francesca Roche · 4 Jun 2026
The GenAI Divide: Why Banking Is No Longer in “Experiment Mode”
Banking has now crossed a line where experimenting with AI is now riskier than choosing to commit to it. Whilst ‘staying safe’ in the early days of experimen...
Francesca Roche · 29 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
Salesforce’s API‑First Strategy For Headless Is Reframing the Role of CRM Interfaces
Salesforce Headless 360 shows how API‑first CRM enables agent‑driven, intent‑based customer experience execution.
Francesca Roche · 7 May 2026
Why In-Person Marketing Is Still Broken: How to Transform Event Marketing
Mobly CEO Zach Barney discusses how AI is transforming event marketing into a measurable customer experience channel.
Francesca Roche · 6 May 2026
Twilio Evolves From CPaaS Origins With Next‑Gen Customer Engagement Platform
Twilio launches a next‑generation customer engagement platform built for AI agents and continuous, context‑rich conversations.
Francesca Roche · 6 May 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 · 26 Feb 2026
What Is Customer Feedback Management?
Explore customer feedback management strategies to capture and analyse real-time feedback, driving improvements across all teams.
Rebekah Carter · 25 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 · 22 Nov 2025
Microsoft Boosts Contact Center Voice AI with a New Take on Speech Recognition
Microsoft has added a new feature to its Dynamics 365 Contact Center platform, Constrained Speech Recognition. The innovation introduces structured rules to ...
Nicole Willing · 15 Sept 2025
Can You Understand Me Now? How Enterprises Are Implementing Accent Translation with Sanas
When we think of AI in the contact center, our minds often go to chatbots, predictive analytics, and automated workflows. But Sanas is introducing a differen...
Rhys Fisher · 15 Sept 2025
Why Voice Automation Is Finally Ready to Resolve, Not Just Redirect
CX Today and Mavenoid explore how voice automation is finally moving beyond simple call redirection to actually resolve customer issues on the first try.
Rhys Fisher · 12 Aug 2025
What is Conversational AI? Inside the AI Revolution Reshaping Contact Centers and CX Platforms
What is Conversational AI? The answer depends on who’s asking. For a support leader, it’s a tool that takes pressure off overwhelmed agents. In the CIO world...
Rebekah Carter · 21 Jul 2025
Not 'One and Done': CX Needs Flexible, Future-Proof AI
AI innovations just keep coming, and they’re impossible to ignore – promising faster service, smarter systems, and a projected $4.4 trillion boost in corpora...
Linoy Doron · 27 May 2025
Discover the Power of Positive Language in Shaping Customer Experience
A positive attitude isn't just a feel-good attribute – it’s a potent tool that shapes the entire customer experience. Whether you’re dealing with complaints,...
Anwesha Roy · 26 Aug 2024
Top 5 Agent Tips for Supporting Vulnerable Customers
The world we live in today is plagued with difficulties, from economic uncertainty to political unrest. It’s little wonder that the number of vulnerable cust...
Rebekah Carter · 29 May 2024
Knowledge Management Software: How Augmenting AI with Human Resource Enhances Service Delivery
Let’s get things straight from the start: AI is not about to steal our jobs. Point two: the hype is over. AI is now all about practical application in ways t...
Simon Wright · 4 Apr 2024
Customer Orientation: A Definition, Strategies, & Examples
Today, we’ll dive into the realm of customer orientation in contact centers and how to get this right with the right skills, training, and processes. What Do...
Anwesha Roy · 15 Mar 2024
IVR Systems: The Past, Present, and Future
The customer service landscape is home to many different crucial technologies, and confusing acronyms, from “ACD” (Automatic Call Distribution), to “CCaaS” (...
Rebekah Carter · 3 Jan 2024
Chatbot Testing: How to Review and Optimize the Performance of Your Bot
Earlier this year, Meta released its new AI chatbot BlenderBot 3, inviting people to stress-test the new tool. And, of course, users attempted to cause misch...
Charlie Mitchell · 7 Nov 2023
Qualtrics Launches New Agent-Assist Tools for Contact Centres
Qualtrics has made three new contact center tools generally available, each designed to assist agents. The customer care specialists’ latest innovations incl...
James Stephen · 25 May 2023
Burnout In Contact Centres. There's a Better Way to Work
Agent burnout is reaching record levels, making contact center attrition even more tricky to manage. Here is some helpful advice.
John Flood · 8 May 2023
InMoment Releases an "Industry-First" GPT-Fuelled Innovation for VoC
InMoment claims to have become the first VoC vendor to leverage the power of ChatGPT, integrating OpenAI’s technology into its XI Platform. The new technolog...
James Stephen · 24 Mar 2023
What Is Speech Analytics Technology?
Speech analytics solutions extract maximum value from call recordings, getting a handle on the customer's intent, sentiment, and language to capture new insi...
Rebekah Carter · 22 Feb 2023
Using a Knowledge Base for Customer Self-Service
Self-service done well is a win-win-win. It allows customers to solve their queries autonomously, lowers employee workloads, and cuts business costs. Yet, it...
Charlie Mitchell · 23 Jan 2023
AI in The Contact Center: 5 Ways Bots Can Boost Business Performance
In the search for the ultimate customer experience, contact centres are constantly turning to new and disruptive technology. Here's how AI could play its part.
John Flood · 15 Nov 2022
SAP Acquires Askdata
SAP has acquired Askdata to allow its clients to make data-driven insights more accessible throughout their companies. Already a market leader in cloud datab...
Charlie Mitchell · 22 Jul 2022
Forrester Wave for People-Oriented Text Analytics Platforms 2022 (Q2)
Leading analyst Forrester has published its much-awaited 2022 Forrester Wave for People-Oriented Text Analytics Platforms (Q2). Vendors in this space aim to ...
Charlie Mitchell · 29 Jun 2022
Amazon Connect vs Genesys Cloud: Omni-Channel Conversations
Finding the right contact centre technology for your business can sometimes feel like an impossible challenge. With so many high-performing tools out there, ...
Rebekah Carter · 15 Nov 2021
Moveworks Debuts Multilingual Conversational AI Platform
Conversational AI platform Moveworks has announced new multilingual support capabilities in English, Spanish, Italian, French, German, or Portuguese. The com...
William Smith · 21 Oct 2021
QBox, Cognigy Partner on Conversational AI Testing
Chatbot performance management solution QBox has announced a partnership with conversational AI and automation platform Cognigy. The Cognigy.AI platform allo...
William Smith · 15 Oct 2021
Genesys DX Review: Conversation Designer Application
With “experience” now standing as the ultimate tool for differentiation in the modern landscape, companies everywhere are investing in better ways to interac...
Rebekah Carter · 10 Sept 2021
How Does Web Chat for Customer Service Work?
Web-based chat interfaces are no longer limited to top-of-the-funnel lead generation or auto-resolution of simple queries. Customers now expect a robust chat...
Anwesha Roy · 10 Sept 2021
Voice AI startup Skit announces $23mn Series B
New York and Bangalore, India-based Voice AI startup Skit has announced its latest Series B round of funding. Skit’s solutions are aimed at the customer serv...
William Smith · 3 Sept 2021
WELL Health Launches Healthcare Conversational AI
Digital health software firm WELL Health has announced the release of a new conversational AI solution for use in the healthcare industry. ChatAssist AI inte...
William Smith · 2 Aug 2021
The Difference Between Speech & Text Analytics
When assessing contact centre software, one finds that speech and text analytics often go hand in hand. Genesys, for instance, uses speech and text analytics...
Anwesha Roy · 7 Jun 2021
How AI Developments are Leading to Better Chatbots
Chatbots are some of the most popular tools to spawn from the development of artificial intelligence, machine learning, and automation technology. Computer p...
Rebekah Carter · 28 May 2021
What is Automated Speech Recognition (ASR)?
Speech recognition is a booming market, expected to reach $26.8 billion globally by 2025. It promises to garner me aningful insights from customer's voice. I...
Anwesha Roy · 28 Apr 2021
Phrasee Latest Technology to Optimise Brand Language
Phrasee, the leader in brand language optimisation, today announced Phrasee X, the first technology to allow marketers to automatically optimise language in ...
Sandra Radlovački · 16 Apr 2021
Contextualising Interaction Analysis in CX
Enghouse’s omni-channel customer engagement software already provides leading AI-driven knowledge management features, to empower customers and agents with t...
Maya Middlemiss · 16 Apr 2021
Augmented Agents: The Trends to Watch in 2021
2020 took the already evolving contact centre environment and turned it on its head. The sudden restrictions imposed by a global pandemic meant that companie...
Rebekah Carter · 7 Apr 2021
AWS Launches Contact Center Intelligence Bundle
Amazon Web Services, one of the world's leading providers of cloud computing and communications solutions, in conjunction with its army of partners across th...
Moshe Beauford · 21 Aug 2020
Verizon Taps Google Cloud AI to Enhance CCX
Google has plans for telecom providers, to help them enhance CX via artificial intelligence, and Verizon recently said it would pilot Google Contact Center A...
Moshe Beauford · 10 Aug 2020
Genesys Selects AWS as Preferred Cloud Partner
Amazon Web Services recently announced that contact center provider Genesys picked AWS as its preferred cloud provider. This means Genesys Cloud, the company...
Moshe Beauford · 6 Jul 2020
Chatbot Integration in Times of Crisis
Customer service agents and call center solutions are widely essential to businesses in normal times — and incredibly vital during the current pandemic when ...
Guest Blogger · 3 Jun 2020
AI Making Newfound Homeworkers More Productive
Five9 is known for its contact center solutions across the globe as well as its advanced AI solutions for contact centers, so I sat down with Five9 CTO, and ...
Moshe Beauford · 5 May 2020
Google Cloud Launches Rapid-Deploy Chatbot
In response to COVID-19, Google Cloud announced last week that it had launched a new rapid-deploy chatbot for organizations dealing with an influx of around ...
Moshe Beauford · 16 Apr 2020
CCaaS Trends 2020: The Evolution of Cloud Contact Centres
The cloud contact centre is growing at an amazing pace. As more companies continue to recognise the value of having their customer contact solutions ready-to...
Rob Scott · 27 Mar 2020
9 in 10 Businesses Believe in the Power of Voice Data
Research recently released by voice data capture platform Dubber at the end of 2019 revealed that 9 in 10 businesses, or 92% of all American respondents in t...
Rebekah Carter · 6 Jan 2020
Is There a Difference Between Bots and Chatbots?
As consumers become more demanding, requiring more immersive and personalised experiences from companies in an always-on environment, it's becoming increasin...
Rebekah Carter · 23 Dec 2019
A Look at Contact Lens for Amazon Connect
Amazon Web Services (AWS) recently introduced a new analytics solution for the contact centre. Contact Lens for Amazon Connect offers businesses a selection ...
Rebekah Carter · 19 Dec 2019
Theta Lake Webex Integration: Built-in Compliance and Risk Management
Theta Lake provides the solution: a modern compliance foundation, which not only captures and analyses all elements of every interaction for possible risk, it enables efficient archiving, eDiscovery, and compliance review
Maya Middlemiss · 2 Dec 2019
News from Dreamforce 2019
Dreamforce is Salesforce' annual conference, drawing thousands of CX enthusiasts every year. So far, they've announced everything from strategic partnerships with Microsoft, AWS, and new applications of artificial intelligence, with Einstein Voice
Moshe Beauford · 20 Nov 2019
What Will the Contact Centre Look Like in 2020?
When it comes to predicting change in the IT industry, advances in contact centre technology are often hard to pin down. The industry’s digital revolution is...
Guest Blogger · 20 Nov 2019
Scaling for 2020 Demand Spikes with Sharper Self-Service
From the Black Friday doorbusters to the New Year's Eve exclusives, retailers can expect a huge surge in service demand this holiday season. The National Ret...
Guest Blogger · 14 Nov 2019
AI in the Contact Centre - Round Table Discussion
In the CC environment, AI can enhance customer support, drive better client experiences, and even open the door for more efficient self-service. We spoke to industry insiders to gather their insights on how AI is affecting the contact centre
Rob Scott · 13 Sept 2019
Cloud Proves a Boon for Five9 as Profits Increase 27pc
“The market transitioning to the cloud has fundamentally repositioned the contact centre from a cost centre into an easily attainable, scalable business differentiator that is worthy of investment” -Rowan Trollope, CEO
Rob Scott · 23 Aug 2019
Taking Advantage of Google Contact Center Speech & NLP
As we reported , Google recently announced new speech and NLP enhancements to Cloud Speech-to-Text and Dialogflow that can improve recognition accuracy by up...
Ian Taylor · 15 Aug 2019
Vonage Amplifies Conversational AI with Over.ai Acquihire
We spoke with Omar Javaid, President of Vonage’s API Platform, and he explained about their recent acquihire of Over.ai’s voice and conversational AI technology platform
Maya Middlemiss · 13 Aug 2019
Too Much AI in Contact Centers?
AI doesn’t belong in every aspect of contact centers. We spoke with Twilio's Director of Developer Education, Andrew Baker, at this year's SIGNAL event in San Francisco
Moshe Beauford · 12 Aug 2019