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CX News

Industry news filtered for what actually matters in customer experience, behavioral science and the business of serving people — rewritten, synthesised, and free of the noise.

Customer Service

USPACE AI Cuts Taiwan Customer Service Workload by 30%

USPACE reports a 30% reduction in customer service workload after deploying AI across its Taiwan shared-mobility operations, raising key questions about trust and customer-side outcomes.

4 Aug 2026 · 2 min read

Customer Service

IVR Testing: Adactin and Cyara Partner on AI Contact Centre QA

Adactin and Cyara have formalised a partnership to deliver continuous, AI-driven IVR testing for contact centres, shifting quality assurance from a launch activity to an ongoing operational function.

4 Aug 2026 · 2 min read

Orange County Deploys FastQ and AI to Cut Permitting Wait Stress

Orange County, Florida has launched virtual queuing tool FastQ and an AI support assistant to reduce wait-time friction and extend permitting help beyond office hours.

4 Aug 2026 · 2 min read

RingCentral AI Revenue Doubles as Net Retention Tops 100% in Q2 2026

RingCentral's AI-driven revenue doubled year-on-year in Q2 2026 while net revenue retention exceeded 100%, signalling that enterprise AI tools are becoming embedded workflow infrastructure rather than pilots.

4 Aug 2026 · 2 min read

Tonik Bank Integrates AI Rudder for Voice, Chat and Back-Office Automation

Philippine neobank Tonik has deployed AI Rudder's conversational AI across customer-facing and back-office operations, signalling a structural shift in digital bank service design across Southeast Asia.

4 Aug 2026 · 2 min read

Customer Service

AI Cuts Customer Service Jobs at Microsoft, Uber and CommBank

Microsoft, Uber and Commonwealth Bank have each confirmed AI is directly reducing customer service headcount — shifting the narrative from augmentation to substitution at scale.

3 Aug 2026 · 3 min read

Just in

3 Aug 2026IHG Hotels Launches AI Conversational Search Across Digital Channels 3 Aug 2026Keeper Security Tops PAM Market for User Satisfaction and CX 3 Aug 2026Stellarus AI Copilot Cuts Cognitive Load for Health Plan Agents 3 Aug 2026Google–RAI Partnership Targets Digital Adoption for India's Small Retailers 3 Aug 2026AI Customer Service Cuts at CBA, Microsoft and Uber: CX Risks 3 Aug 2026Bank of America Deploys Generative AI to 18,000 Contact Centre Agents 3 Aug 2026GPTBots.ai Launches Audio Agent and LINE Plugin 2.0 for CX 3 Aug 2026AT&T Post-Call Summaries: Written Records After Every Support Call 3 Aug 2026Associated Bank Appoints BMO Executive as Chief Digital Officer 3 Aug 2026Third-Party Gen AI Outpaces Brand Chatbots in Customer Service 3 Aug 2026Verizon Bets on CX Investment to Reduce Subscriber Churn 3 Aug 2026Tecnotree Wins USD 8.8M LATAM Telco BSS Contracts

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