Genesys has announced the acquisition of Pinkfish, a specialist in agentic orchestration workflows, in a move designed to accelerate the transition from conversational AI to autonomous enterprise execution..
New EU legislation mandates that online businesses selling financial products or services must provide customers with the legal right to speak to a human representative. Ireland has officially signed the European Union’s Directive 2023/2673 into law..
Five9 has announced the appointments of Niranjan Vijayaragavan as Five9’s new Chief Technology Officer, Rob Hornish as its new Chief Sales Officer, and Sven Linsmaier as Executive Vice President, Transformation and Strategy..
Gala Technology, the UK fintech company behind the award-winning SOTpay secure payment platform, has launched Chloe by SOTpay, the new Securafone AI Booking Concierge designed to help hotels answer booking calls..
Everyone in CX is talking about AI. Contact centres are racing to implement copilots, virtual agents, real-time guidance, automated summaries, and intelligent routing. Alfredo Rizzo, Chief Technology Officer at TTEC Digital, explains..
Customer segmentation is the practice of grouping customers by shared traits, needs, or behavior. It helps a business stop treating everyone like the same person. That matters because customers don’t all want the same thing..
Zenarate, the leader in AI Simulation Training and Frontline Performance, today announced Evolve, an agentic conversational AI platform that helps enterprises automate, validate and continuously improve tier 1 and tier 2 customer interactions..
A new report highlighting the state of customer experience in the US in 2026 suggests a widening chasm between corporate automation goals and consumer reality. According to a collection of accounts from Guardian readers in the US..
Conduent has announced a suite of new AI-powered capabilities for its Next Generation CX Platform. The updates focus on breaking down language barriers, accelerating agent onboarding, and utilizing voice enhancement technology..
KFC’s customer complaint process isn’t identical in every country or every store. Still, the broad pattern is pretty clear: complaints usually start at the restaurant or through a support channel, then move toward a quick fix or a bigger review..
CallMiner has announced the expansion of its RealTime platform with the introduction of new agentic AI guidance capabilities. The update is designed to provide contact center associates with on-demand, context-aware support..
Probook, the AI Operating System for home service businesses, today announced $40 million in funding. The investment comprises a $34 million Series A led by Andreessen Horowitz (a16z) and a $6 million Seed round led by Sequoia Capital..
The UK’s customer experience elite gathered at Old Billingsgate in London last night for the UK National Contact Centre Awards 2026. Organized by the Contact Centre Management Association (CCMA), the event brought together over 1,000 professionals..
Learn how EESI Global helps combat cryptocurrency fraud through blockchain forensics, transaction monitoring, cross-border investigative coordination, and support for digital asset recovery efforts in cooperation with law enforcement..
Real-time monitoring of customer support matters. Fast visibility helps you catch slow replies, weak AI answers, and messy escalations while the shift is still happening, not three days later in a report..
A customer complaint scenario is a common situation where someone feels let down, confused, overcharged, or ignored. If you know how to respond well, you protect trust, gain positive reviews and repeat sales..
Alvaria, a specialist in outbound orchestration, has announced a new integration with Parloa’s agentic AI platform. The collaboration brings sophisticated AI capabilities to the Alvaria Intelligence Platform (AIP), focusing on proactive customer engagement..
When people call, they want answers fast. They don’t want a maze of button presses for a simple order update or billing question. Done well, voice AI can shorten waits, answer routine requests, and make support feel more personal..
TELUS Digital has announced a strategic partnership with Cresta, a unified customer experience (CX) AI platform, to streamline the deployment of AI agents and real-time human augmentation tools within the enterprise..