Curated by Renascence

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

TTEC Launches CARES Quality Intelligence Metric for CX

TTEC has launched CARES, a new quality intelligence metric that measures what customers actually experience in service interactions, moving beyond agent script compliance.

4 Oct 2026 · 2 min read

Customer Service

Workforce management meets AI: WEM MCP tools for Dynamics 365 Service Agent

Microsoft has integrated Workforce Engagement Management tools into its Dynamics 365 Customer Service AI agent using the Model Context Protocol, letting the AI reason about scheduling and adherence alongside customer interactions.

1 Oct 2026 · 2 min read

Customer Service

California Law Requires Easy Access to Human Customer Service

California now requires businesses to give customers a clear, low-friction way to reach a live human rather than being stuck in AI chatbots or automated phone menus.

1 Oct 2026 · 2 min read

Customer Service

McDonald's CEO: US Traffic Drop Caused by Poor Execution

McDonald's CEO Chris Kempczinski says declining US customer traffic stems from operational execution problems, not weak demand, as too many simultaneous initiatives strain restaurant crews and dent satisfaction scores.

14 Aug 2026 · 2 min read

Customer Service

OpenAI Uses Own Support Desk to Pitch AI Agents to Enterprises

OpenAI is deploying its own AI models to run its customer support line and using that internal rollout as a live case study to convince enterprise buyers its agents can be trusted with their support operations.

13 Aug 2026 · 2 min read

Customer Service

AT&T's Andi Chatbot Traps Customers in AI Support 'Death Loop'

AT&T customers report being stuck in repetitive loops with its Andi chatbot, unable to escalate to a human agent — a case study in poor AI escalation design.

12 Aug 2026 · 2 min read

Just in

10 Aug 2026Thunder, AWS Sign Deal for AI Contact Centre Solutions 10 Aug 2026ServiceNow Lifts Subscription Forecast Again on AI Demand 9 Aug 2026IKEA Retrains 8,500 Call Centre Staff as AI Bot Billie Scales 9 Aug 2026As AI’s role expands, the customer service labor market contracts 9 Aug 2026Carvana Cuts Customer Service Costs With AI Agent Rollout 9 Aug 2026Gartner Survey Finds 87% of Customers Say Companies Using GenAI for Customer Service Must Provide Access to a Human Agent 3 Aug 2026AT&T Post-Call Summary: Written Records Sent After Support Calls

Stay ahead of CX

Get the signal, not the noise.

The Journal, Experience Loom and the stories shaping CX — straight to your inbox.

Subscribe Read the Journal