Customer Experience Technology News
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AI is increasing IT teams’ workloads, draining budgets and distracting them from strategic work, according to Freshworks research, a pattern that is reflected by wider 2026 research into “botsitting,” governance gaps and enterprise AI readiness. AI is meant to reduce busywork, but many U.K. organizations are creating a new layer of internal bureaucracy as AI […]
From Salesforce’s latest headless expansion to a pair of tantalizing acquisitions, here are extracts from this week’s most popular news stories. Salesforce Expands Headless 360 to Enable Agentic CX Salesforce has today expanded Headless 360 with an MCP-based architecture that lets AI agents discover and act on existing capabilities across enterprise workflows. The move takes […]
Amazon’s latest delivery innovation has made a splash. Unfortunately, it was in a customer’s swimming pool. A Texas woman, Lindsey Austen, was waiting excitedly for her first Prime Air order when an Amazon drone hovered above her backyard, opened its compartment, and dropped the parcel straight into the water. It is an undeniably funny video. […]
Buying contact center technology used to be relatively simple. Enterprises paid per agent, per month, added a few premium capabilities, and had a reasonable idea of what their bill would look like at the end of the quarter. AI has disrupted that model. Today, a customer service AI agent may be priced by the minute, […]
OpenAI is previewing Private Safety Processing for its frontier large language models (LLMs) in a move to give enterprise customers more control over how their data is handled while allowing it to monitor for potentially risky activity. Private Safety Processing allows the AI model developer to support Zero Data Retention (ZDR), whereby a service provider […]
Contact center AI is only as useful as the environment it works inside. That may sound obvious, but it is where many AI projects start to fail. Leaders invest in new capabilities, run pilots, and expect smarter outcomes, while agents still work across fragmented desktops, incomplete CRM records, and workflows that rely on manual judgment […]
IntouchCX says Superpunch Roleplay improved first-month CSAT by 7%, raised QA scores by 4%, and helped agents reach AHT targets by week 11, and a 2026 AI Excellence Award adds independent recognition to the story, but the public case still leaves out cohort sizes, baseline scores, and program costs buyers would need for a firm […]
Independent retailers are under growing pressure as cost-conscious consumers weigh up where to spend, online competitors compete on price, and a single poor experience can discourage customers from returning. With discretionary spending often shifting towards travel, hospitality and leisure during summer, high-street businesses have even less room for operational mistakes that damage satisfaction…
Microsoft is aiming to turn workforce engagement management into something more ambitious than a scheduling tool. With new WEM capabilities for Dynamics 365 Contact Center and Customer Service, the tech giant is asking contact center leaders to plan for human and AI agents in the same operational model. In practice, that means forecasting customer demand, […]
The rise of AI tools has inadvertently turned employee experience into a security issue when it comes to protecting customer data. The applications employees use to solve everyday problems are data processing environments as much as they are productivity applications. Every interaction with AI, whether a prompt, uploaded file, pasted transcript, spreadsheet extract, customer record, […]
Most potential customers leave without ever becoming a name in a database. They browse, maybe add something to a cart, compare a few prices, and disappear, and most brands have no way to bring them back into a personalized conversation once they’re gone. The new partnership between Wunderkind and Cordial aims to close that gap. […]
Salesforce has today expanded Headless 360 with an MCP-based architecture that lets AI agents discover and act on existing capabilities across enterprise workflows. The move takes headless CRM beyond making Salesforce functionality available outside its interface, giving agents access to customer data, business logic, and governed actions at runtime. CX leaders must now consider whether their […]
