SCTelcom and GOCare Team Up for Better Broadband CX
GOCare and SCTelcom have announced a new partnership aimed at transforming the customer journey for rural broadband subscribers through frictionless digital communication..
Serve First Gets £5m New Funding to Boost AI Customer Experience Platform
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 and ACG Partner to Deploy Agentic AI Across Regional Telecom Carriers
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..
How AI Can Calm Angry Customer Chats, With Real Support Scripts
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 Expand Partnership to Tackle Multi-Agent Workforce Challenges
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..
NiCE Selected by Openreach to Drive Major Service Transformation
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..
Segra Expands Unified Communications with Launch of SkyVoice
Fiber network provider Segra has announced the launch of SkyVoice, a unified cloud communications platform designed to consolidate voice, collaboration, and contact center functionalities..
TTEC Digital Releases AI Gateway to Connect Modern AI with Legacy Contact Center Technology
TTEC today announced AI Gateway, a new software solution by TTEC Digital designed to connect modern AI capabilities with legacy contact center infrastructure through a single integration..
Are You Delivering Truly Inclusive Customer Service?
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.
Cloud vs. On-Device OCR: Which Architecture Delivers Better Accuracy and Scalability?
Extracting machine-readable data from physical or digital documents has become a fundamental requirement across industries — from banking and healthcare to logistics and border control. Learn how On-Device OCR can help..
CityBlue Hotels and Inntelo AI to Deploy AI Concierge Agents
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..
Cyara Launches Agentic Testing to Help Enterprises Deploy AI Agents With Confidence
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..
The Deflection Trap: Stop Treating the Voice Channel as the Enemy of Efficiency
Walk into any boardroom discussing Customer Experience (CX) strategy today, and you will inevitably hear the same two words: Cost Reduction. James Hughes, Head of Commercial AI at Sabio Group, explains..
10 Digital Customer Service Trends to Watch in 2026
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..
Five9 and Aspect Software Formalize Strategic Partnership
The collaboration integrates Five9’s cloud contact center innovation with Aspect’s AI-powered workforce management and aims to drive operational efficiency and real-time staffing accuracy..
Atombit and CallMiner Partner to Deliver Experience Intelligence
In a move designed to bridge the gap between data collection and operational execution, Atombit has announced a strategic partnership with CallMiner. The collaboration is set to provide enterprises with a unified approach..
Verint IVA Delivers Rapid CX Transformation for Digital Identity Firm
Verint has announced that a prominent digital identity and security firm has achieved significant performance gains within days of deploying the Verint Intelligent Virtual Assistant (IVA)..
Salesforce Integrates Agentforce Agentic AI into Small Business CRM
Salesforce has integrated AI directly into its Salesforce Suites CRM for small businesses and startups to help teams act faster on customer data without extra setup. AI tools in Salesforce Suites aims to unify sales, service, marketing..
Klaviyo Launches Composer to Power the Autonomous B2C CRM
Klaviyo has launched Composer, an AI-driven tool that creates and optimizes full marketing campaigns and flows from simple prompts. Composer aims to enable marketers to generate launch-ready campaigns in minutes.