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..
Learn how EESI Global helps combat cryptocurrency fraud through blockchain forensics, transaction monitoring, cross-border investigative coordination, and support for digital asset recovery efforts in cooperation with law enforcement..
Real-time monitoring of customer support matters. Fast visibility helps you catch slow replies, weak AI answers, and messy escalations while the shift is still happening, not three days later in a report..
A customer complaint scenario is a common situation where someone feels let down, confused, overcharged, or ignored. If you know how to respond well, you protect trust, gain positive reviews and repeat sales..
Alvaria, a specialist in outbound orchestration, has announced a new integration with Parloa’s agentic AI platform. The collaboration brings sophisticated AI capabilities to the Alvaria Intelligence Platform (AIP), focusing on proactive customer engagement..
When people call, they want answers fast. They don’t want a maze of button presses for a simple order update or billing question. Done well, voice AI can shorten waits, answer routine requests, and make support feel more personal..
TELUS Digital has announced a strategic partnership with Cresta, a unified customer experience (CX) AI platform, to streamline the deployment of AI agents and real-time human augmentation tools within the enterprise..
Salesforce has entered into a definitive agreement to acquire Fin, the customer agent platform formerly known as Intercom. The acquisition is designed to integrate Fin’s autonomous agent technology into the Salesforce ecosystem..
Constant change is difficult to manage and requires ongoing updates to CX strategies to stay aligned with the cultural and ethical expectations of each generation. Eric Guarro, Senior Vice President of Digital Transformation at ibex, explains..
8×8 has announced an expansion of its AI Studio platform, introducing a suite of new capabilities designed to streamline global customer interactions. The update is headlined by live simultaneous voice translation..
CRM and Business Transformation Outsourcing (BTO) provider Atento has announced an expansion of its technology portfolio, specifically targeting organizations that choose to manage their customer experience (CX) operations internally..
Adobe has announced the general availability of Adobe CX Enterprise Coworker, an outcomes-based agentic AI solution designed to transition organizations from AI experimentation to practical application. The new offering integrates..
Sprinklr, the AI-native platform for Unified Customer Experience Management (Unified-CXM), has announced the launch of LLM Insights. This new capability, integrated within Sprinklr Insights, is designed to help enterprises monitor their brands..
The best customer complaint channels give people different paths based on urgency, detail, and comfort level. Here’s where complaints usually happen, what each channel is good for, and how to pick the mix that fits your business..