In a move to bolster the reliability of agentic AI within the contact center, NiCE Cognigy has announced the launch of Simulator, an AI performance lab designed to to deploy production-grade AI agents at scale..
Moneypenny has welcomed Darren Stott to the team as a Customer Experience (CX) Specialist, strengthening its ability to help clients improve customer journeys and unlock growth through better experiences..
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..
CX management company Atento and conversational AI specialist Omilia have announced a strategic partnership. The alliance is designed to integrate advanced “Agentic AI” into Atento’s global service portfolio..
AI will enable “infinite” customer conversations and position the contact centre as the strategic heart of business intelligence. Stuart Dorman of Sabio reveals how AI will transform contact centres into strategic powerhouses..
Business leaders are under increasing pressure to prove that every dollar spent on CX technology, personnel, and training translates directly to the bottom line. Learn how to maximize CX ROI in 2026..
Virgin Media O2 has revealed that its ongoing digital transformation has eliminated 1.3 million unnecessary call transfers over the past year, by integrating AI-driven routing and a massive agent upskilling initiative..
FirstComm has entered the next generation of business communications with the launch of AscendOne, a unified platform designed to bridge the gap between UC, CC and Artificial Intelligence (AI)..
In an era dominated by chatbots and AI-driven support, it is easy to assume that technology is the sole future of customer service. However, the most memorable customer experiences are almost always human..
Diabolocom has been awarded the 2026 European Technology Innovation Leadership Award by Frost & Sullivan. The accolade recognizes the vendor’s excellence in the Customer Experience Platform industry..
Five9 has announced an expansion of its partnership with Google Cloud, debuting a new joint Enterprise CX AI solution designed to help large-scale organizations deliver seamless, AI-driven customer experiences..
Resolving support incidents quickly is not just about clearing a ticket queue; it is a fundamental component of business growth. Long wait times lead to poor customer experiences, which correlate with lower sales..
Google is officially entering the race for purpose-built retail AI, signaling a major shift in how brands interact with consumers. The search giant has unveiled a suite of tools designed to help retailers deploy AI agents..
Every time a customer interacts with your brand, they leave a trail. They might click a link in an email, linger in a specific aisle of your store, abandon a cart, or leave a review on a third-party site. These are customer signals..
The global market for customer journey mapping (CJM) software is on a steep upward trajectory as enterprises increasingly pivot toward sophisticated, experience-led growth strategies..
Talkdesk has announced the launch of Commerce Orchestration, powered by its Customer Experience Automation (CXA) platform, alongside the debut of the Talkdesk Consumer Goods Experience Cloud..
Customer service, support and care have become decisive competitive battlegrounds for organisations. Outsourcing to the Philippines is evolving beyond cost reduction into a strategic CX operating model..
How does a growing business staff a 24-hour operation without exhausting its budget or its team? This article explores practical strategies to bridge the gap between business hours and customer needs..