Medallia, the global leader in customer and employee experience, has released new research revealing a significant opportunity for organisations to enhance customer experience through Conversational Intelligence. Continue reading Conversational Intelligence emerges as the next frontier in CX, finds Medallia research
Monthly Archives: October 2025
Zendesk Unveils Powerful New AI Capabilities within the Resolution Platform to Accelerate Service at Scale
Zendesk, the world’s leading AI service provider, announced major breakthroughs in AI innovation at its AI Summit designed to strengthen its Resolution Platform. Continue reading Zendesk Unveils Powerful New AI Capabilities within the Resolution Platform to Accelerate Service at Scale
AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks
Nearly one in five consumers who have used AI for customer service saw no benefits from the experience. That’s a failure rate almost four times higher than for AI use in general – according to the 2026 Consumer Experience Trends Report from Qualtrics. Continue reading AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks
CallMiner Advances Agentic AI Framework to Transform CX with Intelligent Automation
CallMiner, the global leader in AI-powered conversation intelligence and customer experience (CX) automation, announced advancements to its agentic AI framework, interconnecting analytics and automation workflows across the entire platform. Continue reading CallMiner Advances Agentic AI Framework to Transform CX with Intelligent Automation
Tata Communications Launches Voice AI Platform to Transform BFSI Customer Journeys
Tata Communications, a leading global communications technology player, announced the launch of its Voice AI platform powered by Agentic AI — an industry first speech-to-speech customer engagement solution offering instant decision making, multilingual fluency, and sub 500 milliseconds latency performance. Continue reading Tata Communications Launches Voice AI Platform to Transform BFSI Customer Journeys
Qualtrics to acquire Press Ganey Forsta to Advance AI-Powered Experience Management
Qualtrics, the creator of and a leader in the experience management (XM) category, announced it has signed a definitive agreement to invest $6.75 billion to acquire Press Ganey Forsta, a leading provider of experience measurement and data analytics. Continue reading Qualtrics to acquire Press Ganey Forsta to Advance AI-Powered Experience Management