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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

Five9 Launches AI Voice Agent Built for Regulated Contact Centres

Five9 has introduced an AI voice agent integration designed for compliance-heavy sectors like finance, healthcare and insurance, embedding auditability and data governance from the outset.

9 Sept 2026 · 2 min read

Customer Service

OKI to Standardise Contact Centre Operations on Generative AI by 2027

OKI has committed to a company-wide standardisation of its contact centre operations on generative AI, targeting a January 2027 launch across the organisation.

25 Aug 2026 · 2 min read

Customer Service

Content Guru Certifies SOGEDES to Sell AI CX in Germany

Content Guru has certified German contact-centre specialist SOGEDES to sell, implement and support its Storm platform and Brain AI suite for enterprise clients across Germany.

24 Aug 2026 · 2 min read

Customer Service

Agentic AI Set to Expand Beyond Contact Centres, Study Finds

New research shows most organisations plan to extend agentic AI from contact centres and IT support into HR and back-office operations, marking a shift toward broader enterprise use.

15 Aug 2026 · 2 min read

Customer Service

Forrester: US Human Agent Jobs to Fall 350,000 by 2031

Forrester projects roughly 350,000 fewer human customer service agent roles in the US by 2031, as AI absorbs routine queries and remaining staff shift to complex, judgement-heavy cases.

14 Aug 2026 · 2 min read

Customer Service

California Bill Would Guarantee Human Agent Access Over AI

A proposed California law would require businesses to give customers a clear path to a live human agent, rather than confining them to AI-only support loops.

12 Aug 2026 · 2 min read

Just in

12 Aug 2026Poor Service Drives Nearly a Third of Consumers to Quit Brands 10 Aug 2026Bank of America Gives Frontline Reps Generative AI Support 7 Aug 2026Carvana AI Agent Cuts Customer Service Costs at Scale 7 Aug 2026Bank of America Upgrades EricaAssist with Generative AI for Agents 7 Aug 2026Gartner: 87% of Customers Demand Human Agent Access in GenAI Service 7 Aug 2026Delight Agent MCP: AI Assistants Get Live Customer Service Data 4 Aug 2026USPACE AI Cuts Taiwan Customer Service Workload by 30%4 Aug 2026IVR Testing: Adactin and Cyara Partner on AI Contact Centre QA 3 Aug 2026AI Cuts Customer Service Jobs at Microsoft, Uber and CommBank 3 Aug 2026Stellarus AI Copilot Cuts Cognitive Load for Health Plan Agents 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

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