What Can AI & Automation Really Do for Your Contact Center in 2026? CX Today
Consumer adoption of AI agents to navigate interactions with enterprise AI agents represents a fundamental inversion of the customer service paradigm that CX teams have spent the last five years build...
Why Salesforce Agentforce Contact Center Just Changed the Automation Scorecard CX Today
The customer service industry has systematically misaligned its success metrics with actual customer outcomes. Most automation platforms measure success by deflection rates—whether an enquiry reaches ...
Kore.ai's positioning of Artemis as a dual-purpose platform targeting both customer and employee experience signals a deliberate shift in how conversational AI vendors are framing their value proposit...
Contact Center Use Cases by Industry and Role: Where AI Helps — and Where Humans Still Matter CX Today
Ray White's contact centre upgrade represents a deliberate shift toward AI-assisted quality assurance rather than full automation, positioning human oversight as the operational centre of gravity. The...
Contact Center Deployment and Adoption: How to Make CCaaS and AI Work After Go-Live CX Today
Klarna’s AI Customer Service Roadmap: Why Human Support Still Matters CX Today
The Top Contact Center Events for 2025 (Updated!) CX Today
Contact center AI has crossed a critical threshold: recommendations now execute as completed actions before human review occurs. This shift demands that CX leaders establish explicit boundaries around...
AI customer service tools Android Application Installer Học viện Nông nghiệp Việt Nam
BIG CX NEWS from Avaya, Zendesk, and Meta CX Today
Is AI Customer Service Improving CX - or Driving Customers Away? CX Today
Deflection Is NOT a Contact Center AI Strategy. This Is CX Today
Ericsson and Indosat Ooredoo Hutchison secured the Customer Experience Award at FutureNet Asia in September 2026 for their AI-enabled Digital Monetization Platform, which serves over 80 million Indone...
Adobe's multi-year partnership with Jet2 signals a deliberate consolidation strategy within enterprise CX, positioning its Experience Platform and agentic capabilities as a unified alternative to poin...
Europe lags in AI adoption as customer service gains IT Brief UK
AI Customer Service is Getting Personal & Twilio Wants to Lead It analyticsindiamag.com
Contact center AI evaluation has shifted from feature comparison to operational proof. ISG's 2026 Buyers Guide weighted product experience at 80% but explicitly included AI governance and model operat...
Ofcom: Brits have mixed feelings about AI customer services advanced-television.com
Telstra has deployed Salesforce's Agentforce to automate high-friction customer service workflows, with agents now handling interim service notifications, security permissions monitoring, billing quer...
Zong, ConnectHear launch AI-powered sign language customer service in Pakistan Telecompaper
Organisations are deploying increasingly human-like AI across customer service at scale—Commonwealth Bank handles over 2 million conversations monthly, whilst Australia Post reports 55 per cent of enq...