Microsoft is working to resolve a global outage affecting its services. The outage has disrupted Microsoft services used by government agencies, schools, healthcare providers and businesses in several countries..
John Tschohl of the Service Quality Institute explains why reducing friction—making it faster and easier for customers to do business with you—is essential to building loyalty and growing sales..
Quiq, the agentic AI platform for enterprise CX, today announced its integration with Zoom Contact Center. Enterprises using Zoom Contact Center can now add Quiq’s Voice AI agent to help handle repetitive calls and reduce call volume to contact center agents..
SEKO Logistics’ Steve Aylott explains why retailers should judge peak on whether Black Friday shoppers come back, as new research shows the returns policy now shapes the first sale and the next one..
Uptown Network today announced Events, the latest addition to Artuzan, its unified guest experience platform. The new capabilities connect event creation, guest invitations, RSVPs and reminders, helping hospitality operators strengthen guest relationships..
Cyara launches its Agentic CX Trust Platform, giving enterprises independent oversight, real-time quality and compliance monitoring, and tests that help prevent AI agent failures from recurring across every customer interaction..
Genesys is expanding its forward-deployed engineering (FDE) capabilities, with teams working alongside customers to move agentic AI use cases from planning into production. The expanded engineering work forms part of Genesys’ approach to CX transformation..
Nearly half of UK consumers experienced poor customer service at least once in the past year, while one in five believe standards have declined, according to new research from Trustpilot..
RingCentral has expanded RingCX with tools for supervising, assessing and forecasting capacity across AI and human agents.
The additions bring them into a shared dashboard, extending capabilities such as live monitoring and quality scoring..
Salesforce has signed a definitive agreement to acquire Cresta, a provider of voice agents and software for contact centre operations. The deal would bring Cresta’s voice technology into Salesforce’s customer service portfolio, connecting call data with service workflows..
Customer satisfaction with parcel delivery has fallen for the first time in three years, according to Ofcom’s latest annual survey, as delivery issues become more common and disabled customers continue to report greater difficulties..
Robbyn Bridge, of Face For Business, shares some advice on building trust with callers and protecting businesses from unwanted sales calls. Complaints about automated nuisance calls have nearly tripled in just two months..
Upstream Works has launched Totalix, an omnichannel contact center platform designed to run within the business applications employees already use. Totalix will open to early adopters in November, ahead of general availability on December 1.
New research from Seismic suggests AI is increasing the importance of human judgment in complex enterprise buying decisions.
The report, The New Go-to-Market Standard for B2B Selling, examines what senior buyers need when evaluating technology..
Robert Downey Jr. has joined SPECS as its honorary Chief Customer Experience Officer (CCEO). Working with the company, he will guide customers to understand and imagine what’s possible with SPECS. SPECS is a new kind of augmented reality (AR) glasses..
Microsoft has launched Contact Center Intelligence (CCI) in public preview, offering AI agents, quality monitoring and analytics for organizations using existing contact center platforms. CCI connects to third-party systems through an open connector..
The BrandRank 2026 Holiday AI Recommendation Share Index examined 950 responses. Amazon, Target, Nordstrom and Costco dominated AI recommendations on delivery, returns and support, while challenger brands made inroads in gift categories..
21X and FlightBridge are developing an AI concierge for private aviation, with an initial focus on customer service at fixed-base operators (FBOs). The companies will preview the experience at the 2026 NBAA Business Aviation Convention & Exhibition..
TrackVia has published 7 Ways to Cut Friction in Field Operations. The analysis of more than 250 TrackVia customers finds that field teams commonly begin with inspections and work orders before extending automation to inventory and safety..