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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
Conversational Voice AI: Redefining Customer Service Beyond IVR
Voice technology is shifting from rigid IVR menus to conversational AI that understands intent — reframing voice as a trust-building CX channel, not just a cost-cutting tool.
10 Jul 2026 · 2 min read
Customer Service
AI in Contact Centres: Cityside Fiber's Andrew Rios on Skills and CX
Cityside Fiber's Andrew Rios argues AI amplifies human agents rather than replacing them, and warns that coaching culture must precede any AI deployment to protect customer loyalty.
10 Jul 2026 · 3 min read
Customer Service
Unified AI Workforce & Synthetic Customers: Cresta CMO's CX Vision
Cresta CMO Ping Banzon argues AI-versus-human framing misses the point: 76% of contact centre interactions are already hybrid, making orchestration—not adoption—the real CX design challenge.
10 Jul 2026 · 3 min read
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