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
BT and Infobip Expand Partnership to Deliver AI-Powered Communications
BT and Infobip have announced the global expansion of their partnership to deliver AI-powered advanced communication services to multinational businesses worldwide. Continue reading BT and Infobip Expand Partnership to Deliver AI-Powered Communications
Medallia reports more than 30% growth in demand for its AI-powered experience platform
Medallia, the global leader in customer and employee experience, is announcing strong business momentum with the demand for its products growing more than 30% year over year, fuelled by a combination of recent product innovation, new leadership, and recognition by leading industry analyst firms. Continue reading Medallia reports more than 30% growth in demand for its AI-powered experience platform