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

Air Canada to Charge $30 for Call Centre Bookings from Oct 15

Air Canada will charge $30 per person for flights booked via its call centre starting 15 October, pushing travellers toward web and app self-service.

10 Oct 2026 · 2 min read

Customer Service

Georgia Launches Chatbot to Simplify State Service Access

Georgia has rolled out a chatbot to help residents find official information and navigate state services, aiming to shift routine enquiries from phone call centres to digital self-service.

10 Oct 2026 · 2 min read

Customer Service

Pegasus Airlines backs Zingly.ai to power AI voice service

Pegasus Airlines has made a strategic investment in Zingly.ai, an AI-powered voice customer service provider, to modernise how it handles passenger queries, bookings and disruptions.

10 Oct 2026 · 2 min read

Customer Service

Backbase Launches Agentic AI Conversational Banking Platform

Backbase has launched Conversational Banking, an agentic AI offering letting banks deploy AI agents that act on customer requests rather than just answering queries.

9 Oct 2026 · 2 min read

Customer Service

Oman's SPF Launches Smart Contact Centre for Faster Service

Oman's Social Protection Fund has launched a Smart Contact Centre to serve as a central, faster channel for members and beneficiaries to manage enquiries and service requests.

8 Oct 2026 · 2 min read

Customer Service

RG&E and NYSEG now analyse every customer service call

RG&E and NYSEG have moved from sampling a fraction of customer calls to analysing 100% of them, using new technology for continuous service monitoring rather than periodic spot-checks.

7 Oct 2026 · 2 min read

Just in

7 Oct 2026Gnani AI launches Ascent partner programme in the Middle East 7 Oct 2026Zingtree: AI Trust in Customer Service Hinges on Complexity 7 Oct 2026AI Deployment Cuts Logistics Operator's Call Volume by 30%6 Oct 2026Public Sector Contact Centres Lag on AI Satisfaction Scores 6 Oct 2026L'Oréal Cuts Customer Service Handling Time by 64% With AI 5 Oct 2026Gartner: One-Third of AI-Displaced Workers to Be Rehired by 2029 5 Oct 2026USPS Staff Manipulated Customer Service Scores, Report Finds 5 Oct 2026Bandwidth, Salesforce Expand Deal on Native Contact Centre Rollout 5 Oct 2026AI Customer Service Bots Can Be Tricked Into Stealing Security Codes and Acting as Victims 5 Oct 2026Zendesk Adds Native Real-Time Voice Translation to Contact Center 5 Oct 2026Boston Logan Airport deploys AI hologram 'Amelia' for travellers 5 Oct 2026Luware Launches CRM-Native Client for MS Teams Contact Centres

View all news

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