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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

Microsoft Enters Contact Centre Market With New CX Platform

Microsoft has launched a digital contact centre platform, positioning itself as a direct competitor to established CX vendors by embedding customer service into its broader enterprise ecosystem.

2 Oct 2026 · 2 min read

Customer Service

California mandates easy human escalation from AI chatbots

California now requires businesses to give consumers a clear, accessible way to reach a live human agent instead of being trapped in AI chatbot or IVR loops.

1 Oct 2026 · 2 min read

Customer Service

Sprinklr Service Adds AI Assurance Tool for 2026 Update

Sprinklr's 2026 update introduces Autonomous Evaluation, which tests AI agents before launch and continuously monitors their performance during live customer service interactions.

21 Sept 2026 · 3 min read

Customer Service

Occam Launches AI Discovery Tool for Contact Centres

Occam has introduced an AI-assisted discovery tool that automates detection of operational inefficiencies in contact centres, aiming to speed up the path from spotting issues to fixing them.

23 Aug 2026 · 2 min read

Customer Service

ASAPP Names Katie Stein CEO to Drive Contact Centre AI Growth

ASAPP has appointed Katie Stein as CEO to accelerate commercial growth of its AI-native contact-centre platform, shifting the company's focus from R&D to market execution and scaled enterprise adoption.

21 Aug 2026 · 2 min read

Customer Service

Omilia raises $67M to scale conversational AI support platform

Conversational AI firm Omilia has raised $67 million to expand its customer support automation platform, TechCrunch reports.

19 Aug 2026 · 2 min read

Just in

15 Aug 2026Parlance Adds Self-Service Call Routing and AI Transfer Briefings 15 Aug 2026Agentic AI Set to Expand Beyond Contact Centres, Study Finds 14 Aug 2026Forrester: US Human Agent Jobs to Fall 350,000 by 2031 12 Aug 2026California Bill Would Guarantee Human Agent Access Over AI 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

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