Inntelo AI, the UK-based AI hospitality platform, has been selected by CityBlue Hotels, one of Africa’s fastest-growing hotel groups, to deploy AI concierge agents across hotel operations in Africa..
Cyara, the global leader in AI-powered customer experience (CX) assurance, today announced new agentic testing and AI governance capabilities that give enterprises the tools to validate, monitor, and control AI agents..
Walk into any boardroom discussing Customer Experience (CX) strategy today, and you will inevitably hear the same two words: Cost Reduction. James Hughes, Head of Commercial AI at Sabio Group, explains..
Here are ten digital customer service trends shaping the CX industry in 2026. By understanding and implementing these strategies, organizations can improve response times, resolve issues and gain loyal brand advocates..
The collaboration integrates Five9’s cloud contact center innovation with Aspect’s AI-powered workforce management and aims to drive operational efficiency and real-time staffing accuracy..
In a move designed to bridge the gap between data collection and operational execution, Atombit has announced a strategic partnership with CallMiner. The collaboration is set to provide enterprises with a unified approach..
Verint has announced that a prominent digital identity and security firm has achieved significant performance gains within days of deploying the Verint Intelligent Virtual Assistant (IVA)..
Salesforce has integrated AI directly into its Salesforce Suites CRM for small businesses and startups to help teams act faster on customer data without extra setup. AI tools in Salesforce Suites aims to unify sales, service, marketing..
Klaviyo has launched Composer, an AI-driven tool that creates and optimizes full marketing campaigns and flows from simple prompts. Composer aims to enable marketers to generate launch-ready campaigns in minutes.
Oracle has introduced Fusion Agentic Applications, a new enterprise software powered by coordinated AI agent teams designed to proactively drive business outcomes within Oracle Fusion Cloud Applications..
Merkle has expanded its strategic partnership with Adobe to create industry-specific CX solutions by integrating Adobe Experience Cloud, Adobe Creative Cloud, and Merkle’s expertise in CX transformation, technology..
Vonage has launched a native integration of its Contact Center with ServiceNow Voice, embedding enterprise-grade voice and AI capabilities into ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) workflows..
Meta is launching a suite of new AI tools designed to overhaul customer support across Facebook and Instagram. The move aims to provide faster, more accurate assistance, but raises questions about the role of humans..
The J.D. Power 2026 U.S. Telecom Digital Experience Study highlights that while T-Mobile and Mint Mobile are setting the pace for digital satisfaction, the industry at large is struggling to provide a consistent experience..
Salesforce has once again been recognized by Ethisphere as one of the World’s Most Ethical Companies, marking the 17th time the CX leader has received the honor. The accolade reinforces its claim that trust is a core value..
Verint has announced an addition to its executive leadership team, appointing Teresa Anania as Chief Customer Officer (CCO). Anania brings over 25 years of experience in the enterprise software and customer success sectors..
The CCMA (Contact Centre Management Association) has announced the findings of its 2026 UK Contact Centre Salary Guide. The report reveals increasingly complex roles in the contact centre industry..
Avaya has announced the launch of Avaya Nexus, a next-generation, cloud-native communications platform engineered specifically for high-stakes environments where downtime is not an option..
Infobip has released its Messaging Trends Report 2026. The report highlights the shift to conversational experiences, with nearly 98% of traffic now sent by customers using multiple channels..