The DDC Group, an AI-first operations partner, announces the launch of the new DDC Evora™ agentic AI platform. This new offering introduces a new class of intelligent automation to the market, designed to transform customer engagement and operational efficiency for enterprises globally. Continue reading The DDC Group Unveils Advanced Agentic AI Platform
All posts by Sam Heggie-Collins
Medallia and Ada announce strategic partnership to unite customer intelligence with agentic AI
Medallia, the global leader in customer and employee experience, and Ada, the trusted AI-native customer experience company and creator of the AI Customer Experience (ACX) operating model, announced a strategic partnership and joint solution that unifies Ada’s system of real-time, AI-powered action with Medallia’s deep omnichannel customer experience and operational intelligence. Continue reading Medallia and Ada announce strategic partnership to unite customer intelligence with agentic AI
Ogi Transforms Customer Experience with Route 101 Unified Platform
Route 101, a leading technology systems integrator and cloud contact-centre specialist, has announced the successful deployment of an integrated customer-experience solution for Ogi, Wales’s leading broadband provider. Continue reading Ogi Transforms Customer Experience with Route 101 Unified Platform
Crescendo’s New AI Shopping Assistant Converts at 2-4X Industry Average
At NRF 2026, Crescendo announced the launch of its Multimodal AI Shopping Assistant on the Shopify App Store, with chat-to-order conversion rates as high as 58% — roughly four times the industry benchmark of 5-15%. The result transforms chat from a support cost centre into a primary revenue channel, as the same AI that resolves questions can seamlessly guide customers to the right product in the moment. Continue reading Crescendo’s New AI Shopping Assistant Converts at 2-4X Industry Average
Parloa Valued at $3 Billion with $350M Series D to Lead Agentic AI for CX
Parloa, the premier provider of AI agents elevating enterprise customer experience, announced it has raised $350 million in Series D funding, bringing its valuation to $3 billion. Continue reading Parloa Valued at $3 Billion with $350M Series D to Lead Agentic AI for CX
Calabrio Launches Omni Agent Intelligence to Unify Quality and Performance Across the Human and AI Agents
Calabrio, the workforce and conversation intelligence company, today announced the Calabrio Omni Agent Intelligence, already in the market and available for Calabrio ONE customers. This new omni-agent quality and AI intelligence feature is integrated within Calabrio ONE, providing a single, vendor-agnostic view of quality performance across human and AI agents. Continue reading Calabrio Launches Omni Agent Intelligence to Unify Quality and Performance Across the Human and AI Agents