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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

Zenarate Frontline Platform Judges Human and AI Agents on Resolution

Zenarate has launched a frontline performance platform that measures both human and AI contact centre agents against one outcome-based test: did the interaction actually resolve the customer's problem.

13 Oct 2026 · 2 min read · 2 sources

Customer Service

TTEC Launches CARES Metric to Measure Real Customer Experience

TTEC has launched CARES, a new quality intelligence metric designed to measure actual customer experience and outcomes rather than agents' script compliance.

4 Oct 2026 · 2 min read

Customer Service

ISG, Telstra, Cresta, and ScorebuddyCX Expose AI’s Contact Center Test

ISG's 2026 Contact Centers Buyers Guide, alongside moves by Telstra, Cresta and ScorebuddyCX, shows contact centre AI now being judged on governance, workforce fit and measurable value—not demo-stage promise.

23 Sept 2026 · 2 min read

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

Just in

12 Aug 2026Consumers Accept AI Customer Service More in Low-Stakes Tasks 10 Aug 2026Red Hat Flags Agentic AI CRM Security Risk for CX Teams 10 Aug 2026Uber Cuts Customer Service Staff, Cites AI Automation 10 Aug 2026Dubai Municipality Launches Account Manager Service Initiative 9 Aug 2026TTEC Digital Launches First Live Client on Agentforce Contact Center 9 Aug 2026AI Displaces Contact Centre Jobs as Customer Service Market Shrinks 9 Aug 2026Adactin, Cyara Partner on AI-Powered IVR Testing for Contact Centres 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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