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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 Experience
Teleperformance Doubles Down on Human-Led CX Outsourcing Amid AI Scrutiny
Teleperformance is reinforcing its core CX outsourcing proposition as investors question long-term demand, arguing that complex, emotionally sensitive interactions retain structural value that AI cannot yet replicate.
10 Jul 2026 · 2 min read
Customer Experience
Alorica and Crescendo Launch AI-Native Contact-Centre Partnership
Alorica and Crescendo have partnered to embed AI-native architecture into large-scale contact-centre operations, prioritising autonomous resolution and context-preserving handoffs to human agents.
10 Jul 2026 · 3 min read
Customer Experience
Omnichannel Governance Gap: Why No One Owns the Customer Journey
Omnichannel strategies are failing not from lack of technology but because no single owner is accountable for the end-to-end customer journey across channels.
10 Jul 2026 · 3 min read
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