For most of the past decade, AI in customer support meant one thing: a chatbot that frustrated people until they typed agent in all caps. The technology overpromised and underdelivered so consistently that many support leaders tuned out the pitch..
Quiq, a platform specializing in agentic AI for enterprise customer experience, has launched Verified Intelligence. The new suite of capabilities is designed to provide brands with a rigorous control layer, allowing them to manage autonomous AI agents..
Klaviyo has announced the general availability of Klaviyo Social Marketing, a new solution designed to bridge the gap between social media engagement and omnichannel marketing. The product aims to drive more personalized customer experiences..
Omilia has launched Lexis, a generative text-to-speech (TTS) model designed specifically for enterprise-grade contact centers. Built natively into the Omilia Cloud Platform (OCP), Lexis aims to provide human-quality voice synthesis..
Yorkshire Building Society (YBS) has deployed a suite of AI agents designed to handle administrative tasks and provide frontline staff with more time to focus on complex member needs. The initiative introduces three specific AI agents..
According to a survey of 3,566 B2B and B2C customers conducted in early 2026, consumers are now approximately three times more likely to turn to third-party Generative AI (GenAI) tools than to use a company’s own provided chatbot..
Zoom has announced that its Zoom Virtual Agent (ZVA) Receptionist is now available as a standalone offering. This allows organizations to integrate an AI-powered front desk into their existing systems without the requirement of a Zoom Phone..
Beebe Healthcare has announced the official transition to a new patient surveying platform, aimed at capturing more timely and actionable feedback to improve responsiveness to patients and their families. Patients can expect to receive surveys within days..
Salesforce has announced a $1 billion investment in Switzerland over the next five years, aiming to accelerate the country’s transition toward agentic AI. The announcement was made by Salesforce Chair and CEO Marc Benioff..
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..