Ian Miller 
Genesys kicked off its annual Xperience event by detailing significant financial growth alongside a broad expansion of its agentic AI and orchestration capabilities. Reporting its second-quarter performance, the CX vendor revealed..
A customer complaint is often the final signal of a problem that has been sitting in plain sight for days or weeks. Learning to spot root causes before they become customer complaints gives your team time to fix the process before trust slips away..
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..
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..
Cyara, the global leader in AI-powered customer experience (CX) assurance, today announced new agentic testing and AI governance capabilities that give enterprises the tools to validate, monitor, and control AI agents..
Here are ten digital customer service trends shaping the CX industry in 2026. By understanding and implementing these strategies, organizations can improve response times, resolve issues and gain loyal brand advocates..
Salesforce has once again been recognized by Ethisphere as one of the World’s Most Ethical Companies, marking the 17th time the CX leader has received the honor. The accolade reinforces its claim that trust is a core value..
In a move designed to shift the focus from AI experimentation to measurable business results, digital technology and customer experience (CX) specialist Movate has announced a strategic partnership with Kahuna Labs..
Customer service representatives (CSRs) are the human face of your business. They resolve complaints, build loyalty, and directly influence whether a customer walks away satisfied—or walks away for good. This is why you need to invest in them..
Deloitte Central Europe (CE) and ElevenLabs have announced a strategic collaboration aimed at transforming the customer experience (CX) through Agentic AI. The partnership marks a significant milestone for ElevenLabs..
So what separates a good contact center from a truly great one? It comes down to a handful of qualities that, when combined, create an experience customers actually want to return to. Here’s what to look for—and what to aim for.
Level AI has announced an expansion of its full-stack agentic CX platform. The move aims to redefine industry standards by moving away from siloed virtual agents in favor of a unified ecosystem that balances human and artificial intelligence..
The latest annual UK airline customer satisfaction survey from Which? has highlighted a widening gap in the aviation industry’s service delivery. While some carriers are flying high, others such as Ryanair are failing..
Burger King is doubling down on conversational AI to refine its frontline customer experience (CX), introducing an OpenAI-powered assistant designed to monitor service standards and streamline restaurant operations..
For CX professionals, a Voice of Customer (VoC) platform is a critical intelligence hub that allows organizations to bridge the experience gap. Here is our definitive list of the top 10 VoC platforms leading the charge in 2026..
Emplifi customers are outperforming broader social media engagement trends, recording measurable gains in reach, engagement and follower growth on Instagram, according to new data released by the CX platform..
No matter how perfect your product or streamlined your service, things will occasionally go wrong. When they do, the difference between losing a customer forever and turning them into a loyal advocate lies in how the complaint is handled..
Returns rarely get the spotlight. New customer acquisition does. Conversion rates do. Average order value does. But returns? They tend to live in the operational background, framed as a cost center or a necessary headache..
For VPs of Operations and Customer Support leaders caught between shrinking budgets and expanding mandates, the decision about what to outsource and what to retain has become one of the most strategic choices..