Ian Miller 
According to the State of Agent Experience 2026 report released by Verint, the contact center industry is facing a retention crisis, with nearly one-third of agents considering an exit in the near future..
Learning Pool, a provider of learning and performance solutions, has announced the acquisition of WorkStep, an AI-powered employee engagement platform specifically designed for the frontline workforce..
At Adobe Summit 2026, Adobe has introduced a new brand visibility solution designed to help organizations manage how their brand is represented across both human-centric digital channels and AI-powered discovery surfaces..
In less than a year, Coral has grown to multiple millions in revenue, pushed complete patient intakes to under five minutes and is winning customers in infusion and specialty pharmacy who trust it enough to pay full contracts upfront.
Marks & Spencer (M&S) has announced a transformation of its Sparks loyalty programme, marking a strategic shift toward a data-driven, cash-back model. The refresh is designed to simplify the rewards process for customers..
Custom AI customer service agents provide a highly effective way to manage customer inquiries. These systems are designed to help customers quickly find answers, track orders, and resolve basic issues without waiting..
Twilio has announced the launch of a new Flex SDK, allowing enterprises to integrate contact center functionality directly into their existing applications. The move includes an integration with Salesforce’s Agentforce Service..
8×8 has announced the early availability of 8×8 AI Studio, a native development environment designed to allow organizations to build, test, and deploy AI agents directly within its CX platform..
Handling a frustrated shopper is one of the most challenging aspects of working in retail. Here are ten effective techniques to resolve customer disputes and protect your retail business’s reputation..
GOCare and SCTelcom have announced a new partnership aimed at transforming the customer journey for rural broadband subscribers through frictionless digital communication..
Serve First, an AI-driven customer experience and performance management platform, has raised £5 million in new funding from Pembroke VCT and the Midlands Engine Investment Fund II via Mercia Ventures..
SoundHound AI has announced a strategic partnership with the Associated Carrier Group (ACG) to bring agentic AI technology to mobile network operators. The collaboration aims to modernize customer service..
Fast replies don’t calm angry customers. A bad bot can make things worse in under a minute by sounding cold, repeating canned lines, or blocking the one thing the customer wants, a clear fix. Here’s how AI can calm angry customers..
Five9 and Assembled have announced an expansion of their partnership, aimed at addressing the growing complexity of managing contact center workforces that now include a mix of human agents and AI-enabled workflows..
Openreach has implemented proactive AI agents from NiCE Cognigy to enhance customer engagement across 15 million broadband upgrade journeys in the UK. The AI-driven approach shifts from reactive to proactive..
Fiber network provider Segra has announced the launch of SkyVoice, a unified cloud communications platform designed to consolidate voice, collaboration, and contact center functionalities..
Every shopper deserves to feel valued the moment they come through your doors. Learn how inclusive customer service drives retail revenue. Discover practical tips to improve accessibility, train staff, and boost customer loyalty.
Learn how self-service customer analytics empower retail teams to make faster decisions, reduce wait times, and significantly boost overall sales..
Inntelo AI, the UK-based AI hospitality platform, has been selected by CityBlue Hotels, one of Africa’s fastest-growing hotel groups, to deploy AI concierge agents across hotel operations in Africa..