The CX Awards 2026 framework signals a decisive shift in how the industry measures vendor credibility and technology value. The 25 categories, organised across six thematic layers—Core, Transformation...
Momentive Global Inc's transition from public to private ownership represents a strategic recalibration toward enterprise-focused experience management rather than a retreat from the market. The compa...
The Contact Centre Is No Longer Buying Contact Centre Technology, New APAC Research Finds techbusinessnews.com.au
AI adoption in customer service has moved decisively beyond experimentation into operational infrastructure. Salesforce's report documents a sharp acceleration: AI usage across service centres reached...
The Better Business Bureau's finding that most AI-related customer reviews are negative presents a critical inflection point for CX teams currently deploying or evaluating AI-driven support solutions....
Zendesk has integrated real-time CSAT metrics directly into its ticket progress dashboard, eliminating the historical lag that forced supervisors to toggle between Explore reporting and operational vi...
The AI for customer service market is projected to reach USD 47.82 billion by 2030, growing at 25.8% annually from a 2024 baseline of USD 12.06 billion, driven by three converging forces: generative A...
AI for Customer Service Market Growth Drivers, Latest Trends, Industry Overview, Leading Players, and Forecast – 2030 | Exclusive Report by MarketsandMarkets™ WV News
Sprinklr Named Exemplary in the 2026 Customer Experience Management Buyers Guide by ISG Research 01net
Sprinklr has secured an "Exemplary" designation in ISG Research's 2026 Customer Experience Management Buyers Guide, positioning itself among the vendors meeting elevated standards in a market increasi...
Five9's 2026 research exposes a critical gap between AI deployment velocity and execution maturity in customer experience. Ninety-two percent of organizations have implemented or piloted AI in custome...
Consumer sentiment around AI-powered customer service has deteriorated significantly, according to a Better Business Bureau study analysing nearly 20,000 business reviews mentioning AI since 2023. Ove...
G2's analysis of 2,274 help desk reviews identifies ticket visibility—the ability to assign ownership and track status across support requests—as the primary problem small business teams solve first, ...
Gartner's latest forecast positions agentic AI as a fundamental reshaping force for data and analytics infrastructure, with organisations expected to deploy AI agents across governance, data managemen...
Using AI results without review? A recipe for risk. No Jitter
Agentic AI affects the future of data and analytics, says Gartner No Jitter
New Five9 Research: AI Adoption in CX Hits 92%, But Consumer Trust Still Depends on Human Support 01net
New Five9 Research: AI Adoption in CX Hits 92%, But Consumer Trust Still Depends on Human Support Business Wire
Salesforce survey: 70% using AI for customer service see returns NewsBytes
Stanford researchers are presenting autonomous AI agents designed to function as independent scientists, capable of executing entire drug discovery workflows without human intervention between stages....
Maven AGI's emphasis on third-party benchmarks signals a deliberate positioning strategy in a market where vendor claims about AI performance have become increasingly difficult to differentiate. By an...
Survey: Poor automated customer service leads some consumers to switch brands Chain Store Age
Self-Harness represents a fundamental shift in how enterprises can optimise AI agent performance without building proprietary language models. The framework enables AI agents to autonomously refine th...
Survey Finds Demand for Blended AI and Human Service MarTech Cube