Ian Miller 
AI is great at speed and routine support. But when the cost of being wrong is high, human judgment still makes the better call. That’s the difference between useful automation and customer experience that holds up under pressure..
ASAPP has announced an expansion of its Customer Experience Platform (CXP), introducing a system of purpose-built AI agents designed to manage end-to-end customer service operations..
Holonomics Publishing has announced the release of the second edition of Designing Customer Experiences with Soul, authored by Simon Robinson and Maria Moraes Robinson. The updated edition introduces a revised operating system..
AskNicely has announced the launch of Reputation Manager. The new solution is designed to help organizations consolidate fragmented customer feedback into a unified stream, allowing brands to convert sentiment into measurable growth..
Microsoft is introducing three distinct AI agents—Customer Assist, Quality Assurance, and Service Operations—designed to work in tandem to manage the end-to-end lifecycle of customer service operations..
The Gap Model of Service Quality is a simple way to spot where service goes wrong. It looks at the distance between what customers expect and what they believe they received. A small mismatch can turn into a customer who never comes back..
According to a recent survey of customer service and support leaders, 85% are expanding the responsibilities of human agents as AI begins to absorb routine volumes. The research, conducted by Gartner..
Superloop has unveiled its next-generation AI assistant, Teddy, marking a shift from traditional chatbots toward action-oriented digital support. Teddy is integrated directly into the Superloop app and website..
The Home Depot has announced an overhaul of its customer service infrastructure, deploying a new AI-powered voice agent system across its U.S. stores. Built on Google Cloud’s Gemini Enterprise for Customer Experience..
Sierra, the conversational AI platform co-founded by Bret Taylor and Clay Bavor, has announced the acquisition of Fragment, a French startup specializing in AI-driven workflow automation..
Cloud contact center solution provider TCN has announced a series of updates to its platform, focusing on centralized automation, real-time data insights, and increased omnichannel performance..
WestCX has announced the launch of WestCX Orchestrate, a new platform designed to serve as a system of action for highly regulated sectors. The platform aims to bridge the gap between fragmented engagement..
A new study has highlighted a major experience gap in the customer service sector, revealing that businesses consistently rate their own performance much higher than their customers do. The research, conducted by Moneypenny..
ServiceNow and Google Cloud have announced an expansion of their strategic partnership, introducing new AI solutions designed to enable autonomous operations across 5G networking, retail, and IT systems..
Customers expect immediate, accurate answers when interacting with a business. AI chatbots have stepped in to bridge this gap. But how good are they at handling complex, industry specific queries?
Leading organisations from across the UK have been recognised for excellence in customer service and experience at the CCA Excellence Awards 2026. Hosted by CCA Global the awards brought together around 500 senior leaders..
iOPEX Technologies has unveiled SuccessPilot, a suite of autonomous and semi-autonomous AI agents designed to embed intelligence directly into Customer Success operations. Built on the company’s ElevAIte platform..
Good customer service often comes down to a repeatable habit. The G.U.E.S.T. method is a simple framework that helps staff move through guest interactions with respect, clarity, and care..
Google Cloud has named ElevenLabs a 2026 Google Cloud Marketplace Partner of the Year for Applied AI. The accolade highlights the company’s contributions to technical excellence and its ability to deliver measurable success..