Ian Miller 
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..
The core of every successful customer service strategy traces back to a singular, decades-old framework: Kotler’s Theory of Customer Satisfaction. For customer service managers, understanding this theory isn’t just an academic exercise..
Customer preferences tell you what people like to buy, how they want to hear from you, when they want offers, what they can afford, and what support they care about. Customer preferences tell you what people like to buy, how they want to hear from you..
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..
Customer segmentation is the practice of grouping customers by shared traits, needs, or behavior. It helps a business stop treating everyone like the same person. That matters because customers don’t all want the same thing..
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..
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..
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..