AI agents are not rescuing broken service; they are exposing it. Customer satisfaction metrics remain stubbornly flat despite widespread AI deployment, with US ACSI scores stuck at 76.9 and UK CX qual...
Insurance carriers are repositioning AI as a concierge layer rather than a cost-reduction tool, fundamentally reframing how the industry approaches customer service delivery. Leaders at the Insurance ...
Intercom's rebrand to Fin represents a structural realignment rather than a cosmetic exercise. The company has elevated its AI agent from a product feature to the corporate identity itself, with the l...
Three in four organizations have already rolled back or shut down at least one AI communication agent post-deployment, despite 62% having agents live in production. This isn't a pilot problem—it's a s...
Freshworks is positioning service software as the foundation for enterprise AI deployment, moving beyond point automation to embed AI agents directly into operational workflows. The company's Freshwor...
Watermelon AI positions itself as a low-friction entry point into agentic customer service automation, claiming to handle up to 96% of support workflows through a three-step setup process that require...
Salesforce has integrated Ribbon's cloud-native session border controller and policy routing engine into Agentforce Contact Center, enabling containerized voice infrastructure to route calls between A...
Meta is fundamentally shifting WhatsApp user identification from phone numbers to Business-Scoped User IDs (BSUIDs) for users who opt into Usernames, with regional testing commencing June 30th, 2026 a...
Ribbon Communications has partnered with Salesforce to develop an AI-powered contact center solution, positioning itself as a complementary player in Salesforce's expanding Agentforce ecosystem. The p...
Raindrop AI has released Workshop, an open source debugging and evaluation tool that addresses a critical gap in the agentic AI development cycle. As organisations across CX platforms—from Zendesk to ...
Avaya has partnered with Tokyo-based avatarin to integrate AI-powered robots into its Infinity platform, enabling customer interactions across physical touchpoints including airline counters, governme...
KT Corporation is repositioning itself as an "AX platform company" by embedding AI across customer-facing and operational functions, moving beyond traditional telecom services into sector-specific sol...
AI agents are not rescuing broken service; they are exposing it. Customer satisfaction metrics remain stubbornly flat—US ACSI at 76.9, UK CX quality at a record low of 68.3 in 2025—whilst regulatory c...
Cisco announced a 4,000-job restructuring alongside record Q3 2026 earnings, explicitly naming silicon, optics, security, and AI infrastructure as strategic priorities whilst conspicuously omitting co...
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Regal's leadership is positioning AI voice agents as a fundamental shift in customer service delivery, moving beyond chatbots to autonomous systems capable of handling complex interactions without hum...
Intercom has repositioned its customer service platform around AI-native capabilities, signalling a fundamental shift in how the vendor sees its core value proposition. This move reflects the broader ...
AI cannot replace the foundational work required to deliver effective customer service, and treating it as a shortcut to operational excellence will consistently underperform. The core argument across...
Returning Point's announcement of a comprehensive AI customer service suite for e-commerce reflects a market inflection point that demands immediate attention from CX leaders. The platform's core capa...
The retail sector's embrace of AI as an operational panacea obscures a fundamental truth: the technology cannot compensate for weak foundational practices. AI performs optimally only when organisation...
BMO's analytics team has deployed AI-driven insights to optimise contact centre performance, moving beyond reactive troubleshooting toward predictive operational intelligence. This approach reflects a...
Ant Digital Technologies and Ryt Bank's award win signals a consolidation of AI-powered CX capabilities within regional financial services, where the integration of intelligent automation has moved be...
Virgin Media O2 has partnered with the Institute of Customer Service to implement a structured training programme across its customer-facing teams, signalling a deliberate investment in human-centred ...
Notion has repositioned itself from a productivity application into an orchestration platform for AI agents, launching a Developer Platform that enables teams to build custom code, sync external data ...