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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

ServiceNow Q2 2025 growth driven by AI subscription revenue

ServiceNow's Q2 2025 results show subscription revenue, boosted by AI-enabled service and workflow tools, as the main growth driver, signalling a shift toward consolidated AI platforms.

17 Aug 2026 · 2 min read

Customer Service

Agentic AI set to expand beyond contact centres, research finds

Most organisations already deploying agentic AI plan to extend it into HR, operations and other back-office functions, moving it from a customer-service pilot to enterprise-wide infrastructure.

15 Aug 2026 · 2 min read

Customer Service

Genesys: Over Half of Consumers Avoid Customer Service

New Genesys research finds more than half of consumers deliberately avoid contacting customer service, fearing frustration — masking the true scale of dissatisfaction behind normal-looking metrics.

13 Aug 2026 · 2 min read

Customer Service

TTEC Digital Launches First Live Client on Agentforce Contact Center

TTEC Digital has moved an enterprise client into production on Salesforce's Agentforce Contact Center, marking one of the first live deployments of agentic AI in contact-centre operations beyond pilot testing.

9 Aug 2026 · 2 min read

Customer Service

AI Displaces Contact Centre Jobs as Customer Service Market Shrinks

Multiple reports show contact centres freezing hiring and cutting headcount as AI takes on a growing share of customer interactions, signalling a structural shift in the labour market.

9 Aug 2026 · 2 min read

Customer Service

Adactin, Cyara Partner on AI-Powered IVR Testing for Contact Centres

Adactin has partnered with Cyara to bring continuous, AI-powered testing to IVR and contact-centre voice systems, treating quality assurance as an ongoing operational function rather than a pre-launch check.

9 Aug 2026 · 2 min read

Just in

9 Aug 2026Stellarus launches health plan customer service rep AI copilot 9 Aug 2026Delight.ai Launches Delight Agent MCP for AI Assistant Access to Live Customer Service Data 3 Aug 2026AT&T Post-Call Summary Feature Reduces Agent Over-Promising

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