The challenge for every contact center is maintaining a consistently high level of service. This is where the International Standard for Customer Contact Centers, ISO 18295, becomes essential..
Kustomer, the AI-native customer experience platform, has expanded its AI Assistants lineup with two powerful new tools designed to give CX teams immediate clarity into their workflows and AI behavior..
While generative AI hype has been intense, the most striking thing for me has been how little AI has been adopted in customer service in 2025. The cautionary barriers have been robust but that’s going to change..
UJET, a prominent player in AI-driven contact center innovation, has announced it has acquired Spiral, a conversational analytics and AI company focused on deep customer feedback and interaction intelligence..
Sabio has announced two significant appointments to its Operating Board as part of its continued global growth strategy. Mark Starkey joins as Chief Commercial Officer and Katherine Watkins as Chief People Officer..
Sabio Group has announced the 2026 dates for Disrupt, Europe’s flagship customer experience event series. Responding to rising demand for real-world AI transformation, Disrupt now spans four major cities..
It’s been a tumultuous year for the customer experience (CX) industry. So what lessons can we take from 2025 into the New Year? Phil Smith, CEO at QPC Group, shares his top three trends and predictions..
DHL Group, the world’s leading logistics provider, is accelerating its enterprise-wide AI strategy through a new partnership between its contract logistics division, DHL Supply Chain, and the AI startup HappyRobot..
There’s still a collective sigh that occurs whenever customers have to use a chatbot. Even though the technology is improving and chatbots should be smarter than ever, they are still inconsistent and prone to error..
ASAPP, a leading AI-driven contact center software provider, has launched its Customer Experience Platform (CXP), designed to unify customer interactions, systems, and data across voice and digital channels..
Sprinklr, a leading unified customer experience management (Unified-CXM) platform, has announced an expanded global strategic partnership with SAMY, a social-first agency known for blending creativity and technology…
Five9 has announced the winners of the 2025 New Era of CX Awards during Five9 CX Summit 2025. The awards recognize organizations and partners who are redefining what’s possible through AI and automation..
Buy now, pay later giant Klarna has revealed that its AI-driven efficiency gains have allowed it to nearly double employee compensation, even as it slashed its headcount by almost half over the past three years..
New Gen, a technology company focused on e-commerce infrastructure for the AI internet, has unveiled Kepler — the industry’s first agentic commerce platform designed to make retail websites fully AI-ready..
Zendesk’s latest CX Trends 2026 report reveals a pivotal shift in customer expectations: contextual intelligence, the fusion of AI, data, and human insight, is now the gold standard for delivering exceptional service..
Salesforce is ramping up its AI agent management capabilities with new observability features in its Agentforce 360 platform, aiming to give enterprises insight into AI agent behavior and performance..
NiCE has been named a Leader in the IDC MarketScape European Contact Center-as-a-Service (CCaaS) Vendor Assessment 2025. The evaluation measured vendors on capabilities and strategies..
While most European insurers debate AI strategies in boardrooms, IMA Iberica has quietly deployed the continent’s largest Google Agent Assist implementation. The deployment was carried out by CX leader, Sabio Group..
Stuut Technologies, the first AI platform that automates accounts receivable work for companies, today announced it has raised $29.5 million in combined Series A funding led by Andreessen Horowitz..