Gartner’s latest prediction that GenAI resolution costs will exceed $3 by 2030 – outstripping offshore human agents – has contradicted many of their previous CX industry predictions. But before we collectively panic and shelve our AI..
New data by business communications provider Esendex has unveiled how industries stack up when it comes to customer service excellence, with financial services ranking best for the second year, and telecoms the worst..
ANZ has announced a significant leap in its digital transformation journey, deploying Salesforce’s Agentforce 360 platform within its new Customer Relationship Management (CRM) tool. The move marks ANZ as the first bank..
Loyyal has announced the launch of Perxi AI. Billed as the world’s first “AI Agent of Loyalty,” the new tool is designed to democratize high-level customer retention strategies for small and medium-sized enterprises (SMEs)..
ai.com has officially launched its autonomous AI agent platform. Founded by the co-founder and CEO of Crypto.com, the new venture aims to transition the industry from passive chatbots to proactive digital assistants..
Invosys has announced a strategic partnership with AI-driven contact centre provider MaxContact. The collaboration aims to merge secure cloud communications with advanced AI capabilities to transform CX..
TouchSource and CXApp have announced a strategic partnership to integrate agentic AI into enterprise and commercial real estate environments. The collaboration will see CXAI’s agentic AI platform serve as an intelligence layer..
From snail mail to telephone and from email to instant messaging, one thing remains constant; customers expect a high level of customer care. Here, we look at social media customer care, and how it can be used to create authentic CX..
Cain, the global real estate investment firm, has announced the launch of a dedicated Customer Experience (CX) division. To lead the move, Cain has appointed Ana Brant as Head of Customer Experience..
The customer loyalty market in United States is expected to reach US$25.99 billion in 2026. This upward trajectory is expected to continue, with the market forecast to grow at a CAGR of 14.2% from 2026 to 2030..
Barclays US Consumer Bank has announced the deployment of generative AI (GenAI) across its contact centers, aiming to streamline customer interactions and bolster agent efficiency through automated call summarization..
Yellow.ai, the enterprise-grade AI automation provider, has announced the launch of Nexus, a platform it describes as the industry’s first Universal Agentic Interface (UAI). The launch signals a strategic pivot in the CX landscape..
For CX professionals, a Voice of Customer (VoC) platform is a critical intelligence hub that allows organizations to bridge the experience gap. Here is our definitive list of the top 10 VoC platforms leading the charge in 2026..
Korean Air has officially launched a new AI chatbot service designed to enhance customer support across 13 languages. Utilizing advanced generative AI technology, the tool provides efficient and accurate assistance..
Following the release of new research, a leading industry expert has called on BPO providers to be more transparent to help potential customers understand the complexity of the sector. David Neale, founder of GBPO Solutions..
The winners of the 20th annual Stevie Awards for Sales & Customer Service have been revealed, spotlighting the world’s top-performing sales, customer service, and contact center professionals. Recognized globally..
Emplifi customers are outperforming broader social media engagement trends, recording measurable gains in reach, engagement and follower growth on Instagram, according to new data released by the CX platform..
CX and BPO specialist Horatio is doubling down on healthcare with the launch of HoratioHX, a human-centered experience platform designed to support compliant, large-scale healthcare operations across patient support..
Healthcare leaders looking to sharpen consumer experience strategies through AI and human performance will be heading to Palm Beach, March 2-5, as League has revealed the keynote lineup for League Connect 2026..