AI dominated the conversation in 2025 – and for good reason. From deepfake images to near-instant research, its capabilities captured global attention. But its impact has, arguably, impacted the customer experience industry more than any other… Continue reading How AI will continue to shape customer experience in 2026
All posts by Sam Heggie-Collins
Vonage Elevates Customer Engagement with Launch of Omnichannel Conversations for Agentforce Marketing
Vonage, a part of Ericsson, announced the launch of Vonage Conversations for Agentforce Marketing (formerly Marketing Cloud). Powered by Vonage Communications APIs, the new solution embeds popular messaging channels like SMS, WhatsApp, and Rich Communication Services (RCS) directly into the Salesforce platform, making it easier for enterprises to connect with customers via their preferred channels. Continue reading Vonage Elevates Customer Engagement with Launch of Omnichannel Conversations for Agentforce Marketing
AOK Bayern Transforms Healthcare Service for 4.5 Million Members with NiCE’s CXone CX AI Platform
NiCE announced that AOK Bayern, one of Germany’s largest statutory health insurance providers, has successfully deployed NiCE CXone on the EU Sovereign Cloud, modernizing customer service for more than 4.5 million insured members across Bavaria. Continue reading AOK Bayern Transforms Healthcare Service for 4.5 Million Members with NiCE’s CXone CX AI Platform
Capita selected by Kent County Council to deliver enhanced contact centre services
Capita has been awarded a new contract by Kent County Council (KCC), the largest local authority in England, to provide contact centre services supporting 1.6 million residents. The contract will run for four years and is worth nearly £9m, with the potential for three one-year extensions. Continue reading Capita selected by Kent County Council to deliver enhanced contact centre services
Capita secures £62m contract renewal with major European telecom provider
Capita announced that its Contact Centre business within Capita Experience has secured a four-year contract renewal with a major European telecommunications provider, valued at £62 million, commencing in January 2026. Continue reading Capita secures £62m contract renewal with major European telecom provider
Cresta Launches Agent Operations Center to Manage the Human-AI Hybrid Workforce for the Customer Experience
Cresta, the leading customer experience AI platform for human and AI agents, launched the Agent Operations Center, a first-of-its-kind unified command hub for all conversations in the contact centre – both human and AI-led. The Agent Operations Center empowers supervisors with real-time visibility and instant intervention tools, so enterprises can deliver service that’s accurate, compliant, and consistently on brand. Continue reading Cresta Launches Agent Operations Center to Manage the Human-AI Hybrid Workforce for the Customer Experience