Ian Miller 
Atkinson’s theory of customer satisfaction says that people judge a service based on how well it helps them reach their goals, and it points to four factors that shape those judgments: cleanliness, security, value for money, and staff courtesy..
What role will AI play in the daily operations of the contact centre? That was the question underpinning discussions at Avaya Journeys UK, where speakers explored how organisations can connect AI with customer interactions..
New Capture Assist API keeps card and personal data out of the model’s context window, call recordings and chat logs, closing the PCI gap that comes with AI agents. Paytia has launched Conversational & AI Payments, built on Capture Assist API..
Burger King is pivoting its operational strategy to prioritize hospitality, rebranding restaurant managers as “Your Way Champions” in a bid to enhance the guest experience. The move is part of a broader $2 billion investment to modernize..
In a move to further bridge the gap between automated efficiency and human empathy, transcosmos has announced an evolution of its customer experience platform. The company has launched trans-DX Plus for Support..
Bank of America has announced an upgrade to EricaAssist, its internal AI-powered agent assistant, by integrating generative AI (GenAI) capabilities. The move is designed to provide real-time, contextual insights to customer service representatives..
With the entry into force of the EU AI Act (Regulation (EU) 2024/1689), CX leaders are facing a new regulatory landscape. To help navigate this transition, here are some useful steps for building a compliant, AI-driven support operation..
Wavenet has announced a £7.4 million investment in AI-enabled customer service technologies. The investment is anchored by a new three-year agreement with ServiceNow, which will see Wavenet integrate ServiceNow’s Now Assist..
Google has once again asserted its dominance in the enterprise AI space, having been named a Leader in the 2026 Gartner Magic Quadrant for Conversational AI Platforms. This marks the second year the tech giant has held the Leader position..
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..