Upstream Works has launched Totalix, an omnichannel contact center platform designed to run within the business applications employees already use. Totalix will open to early adopters in November, ahead of general availability on December 1.

New research from Seismic suggests AI is increasing the importance of human judgment in complex enterprise buying decisions.
The report, The New Go-to-Market Standard for B2B Selling, examines what senior buyers need when evaluating technology..

Robert Downey Jr. has joined SPECS as its honorary Chief Customer Experience Officer (CCEO). Working with the company, he will guide customers to understand and imagine what’s possible with SPECS. SPECS is a new kind of augmented reality (AR) glasses..

Microsoft has launched Contact Center Intelligence (CCI) in public preview, offering AI agents, quality monitoring and analytics for organizations using existing contact center platforms. CCI connects to third-party systems through an open connector..

The BrandRank 2026 Holiday AI Recommendation Share Index examined 950 responses. Amazon, Target, Nordstrom and Costco dominated AI recommendations on delivery, returns and support, while challenger brands made inroads in gift categories..

21X and FlightBridge are developing an AI concierge for private aviation, with an initial focus on customer service at fixed-base operators (FBOs). The companies will preview the experience at the 2026 NBAA Business Aviation Convention & Exhibition..

TrackVia has published 7 Ways to Cut Friction in Field Operations. The analysis of more than 250 TrackVia customers finds that field teams commonly begin with inspections and work orders before extending automation to inventory and safety..

Orvera AI is adding Forward Deployed Ops Experts to its enterprise deployment teams, pairing contact center operations experience with technical expertise from the initial scoping session through go-live and ongoing operations..

EasyJet has moved customer conversations onto Microsoft Dynamics 365 Contact Centre, bringing support channels together and using AI to help advisers find information and handle routine tasks..

Zoom has unveiled a Unified Context Layer, designed to link conversations with relevant documents and data and help people and AI agents turn business context into follow-up actions..

New York City has proposed rules that would require businesses to disclose when customers are interacting with automated customer service and provide an easy route to a human representative..

Google Cloud has resolved a disruption at its London data centre that affected banks, businesses and public services across the UK. The incident originated in the europe-west2-b zone, where a power event led to elevated error rates and intermittent network failures..

Citizen satisfaction with U.S. federal government services fell 2.6% to an American Customer Satisfaction Index (ACSI) score of 68.6 out of 100, ending four consecutive years of improvement. The Study 2026 found lower scores across all drivers..

Personal AI agents can initiate customer requests such as cancelling subscriptions and booking restaurant reservations, but businesses may still need to complete them — potentially creating more work for contact centers..

Customer service platform provider Kustomer has announced the general availability of Conversation Intelligence and AI QA. Built on the vendor’s underlying AI Attributes framework, the native capabilities are designed to provide CX leaders with visibility..

According to the 2026 Website Localization Report from digital experience platform provider Liferay, failing to deliver culturally nuanced digital experiences is having a direct impact on conversion rates and brand trust..

Contentsquare has announced a reimagined Experience Platform designed to monitor and optimize digital journeys for both human users and autonomous AI agents. Built to address shifting consumer behavior in the generative AI era, the platform consolidates data..

Five9 study shows 60% of UK shoppers are frustrated by AI customer service, but trust doubles when a seamless escalation path to human agents is available. The vendor’s 2026 Consumer CX Report surveyed 3,000 consumers..