Nationwide Building Society has been named the UK’s leading brand for customer service, securing a score of 87.3 out of 100 in the latest UK Customer Satisfaction Index (UKCSI). Banks and building societies have now outperformed the retail sector..
UK telecoms regulator Ofcom has handed Virgin Media a £28 million fine following a multi-year investigation that revealed the provider deliberately obstructed customers attempting to cancel their contracts or switch to competitors..
To help oganizations navigate today’s Customer Experience (CX) landscape we have distilled the core tenets of service excellence into ten actionable pillars. To truly differentiate, brands must exceed expectations by injecting value at every touchpoint..
New data from the Better Business Bureau (BBB) reveals that over 90% of customer reviews mentioning AI services on its platform express negative experiences. The data suggests a growing sense of alienation among consumers when interacting with AI..
Amazon Web Services (AWS) has launched Agentic CX designer (NLX) for Amazon Connect. The new tool provides a no-code canvas designed to help organizations build and deploy AI-powered self-service experiences across voice and digital channels..
Salesforce has launched Agentforce Help Agent, a new autonomous service solution designed to reduce the time and complexity required to deploy AI-driven customer support. A key feature of the release is its pay-per-resolution pricing..
Genesys has announced the acquisition of Pinkfish, a specialist in agentic orchestration workflows, in a move designed to accelerate the transition from conversational AI to autonomous enterprise execution..
New EU legislation mandates that online businesses selling financial products or services must provide customers with the legal right to speak to a human representative. Ireland has officially signed the European Union’s Directive 2023/2673 into law..
Five9 has announced the appointments of Niranjan Vijayaragavan as Five9’s new Chief Technology Officer, Rob Hornish as its new Chief Sales Officer, and Sven Linsmaier as Executive Vice President, Transformation and Strategy..
Gala Technology, the UK fintech company behind the award-winning SOTpay secure payment platform, has launched Chloe by SOTpay, the new Securafone AI Booking Concierge designed to help hotels answer booking calls..
Everyone in CX is talking about AI. Contact centres are racing to implement copilots, virtual agents, real-time guidance, automated summaries, and intelligent routing. Alfredo Rizzo, Chief Technology Officer at TTEC Digital, explains..
Customer segmentation is the practice of grouping customers by shared traits, needs, or behavior. It helps a business stop treating everyone like the same person. That matters because customers don’t all want the same thing..
Zenarate, the leader in AI Simulation Training and Frontline Performance, today announced Evolve, an agentic conversational AI platform that helps enterprises automate, validate and continuously improve tier 1 and tier 2 customer interactions..
A new report highlighting the state of customer experience in the US in 2026 suggests a widening chasm between corporate automation goals and consumer reality. According to a collection of accounts from Guardian readers in the US..
Conduent has announced a suite of new AI-powered capabilities for its Next Generation CX Platform. The updates focus on breaking down language barriers, accelerating agent onboarding, and utilizing voice enhancement technology..
KFC’s customer complaint process isn’t identical in every country or every store. Still, the broad pattern is pretty clear: complaints usually start at the restaurant or through a support channel, then move toward a quick fix or a bigger review..
CallMiner has announced the expansion of its RealTime platform with the introduction of new agentic AI guidance capabilities. The update is designed to provide contact center associates with on-demand, context-aware support..
Probook, the AI Operating System for home service businesses, today announced $40 million in funding. The investment comprises a $34 million Series A led by Andreessen Horowitz (a16z) and a $6 million Seed round led by Sequoia Capital..
The UK’s customer experience elite gathered at Old Billingsgate in London last night for the UK National Contact Centre Awards 2026. Organized by the Contact Centre Management Association (CCMA), the event brought together over 1,000 professionals..