CX AI News – Insight, Analysis & Reporting on AI’s Impact Across Customer Experience

AI Strategy

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10 Steve Jobs Principles Applied to Modern CX

These principles, designed for sales, have a lot to offer CX strategists as well

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

James Stephen

May 20, 2026

The KPIs That Matter Most in CX AI

James Stephen

May 19, 2026

Gartner: Global AI Spend to Rise 47% but Enterprises Still Holding Back

James Stephen

May 19, 2026

Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home

James Stephen

May 18, 2026

AI Transformation

10 Steve Jobs Principles Applied to Modern CX

AI Transformation

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

AI Transformation

The KPIs That Matter Most in CX AI

AI Transformation

Gartner: Global AI Spend to Rise 47% but Enterprises Still Holding Back

Agentic AI

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

The company says the industry has spent years layering tools onto broken workflows. Its new platform is designed to start from scratch.

May 20, 2026

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2 min read

Agentic AI

Fin Launches Operator: an AI Agent to Manage Customer Support AI

The new agent handles everything from knowledge base management to AI configuration

May 18, 2026

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2 min read

Agentic AI

Avaya Infinity Brings Contact Centre AI to avatarin's Robots

The partnership marks one of the first deployments of contact centre technology inside physical AI robots

May 15, 2026

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2 min read

Agentic AI

Observe.AI Launches Companion Agent to Support Human Agents in Real Time

The new Companion Agent brings context-aware support to frontline teams across the full interaction lifecycle

May 14, 2026

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2 min read

Contact Centres

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

Contact Centres

The KPIs That Matter Most in CX AI

Contact Centres

Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home

Contact Centres

Fin Launches Operator: an AI Agent to Manage Customer Support AI

May 20, 2026

10 Steve Jobs Principles Applied to Modern CX

These principles, designed for sales, have a lot to offer CX strategists as well

May 19, 2026

The KPIs That Matter Most in CX AI

Measure CX AI performance with the KPIs that actually matter, from resolution rates to customer satisfaction and revenue impact

May 13, 2026

SAP Unveils the Autonomous Enterprise at Sapphire 2026

From a unified AI platform to voice-enabled agents and a €100 million adoption fund, SAP sets out its most ambitious vision yet for AI-run business operations

May 12, 2026

How to Prepare Customer Data for AI in Customer Experience

Customer data is the foundation of CX AI success. Learn how to clean, structure and unify customer data before deploying AI

Customer Platforms

Gartner: Global AI Spend to Rise 47% but Enterprises Still Holding Back

New Gartner figures confirm surging investment, but evidence of measurable returns for businesses remains uncertain

May 19, 2026

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2 min read

Customer Platforms

Fin Launches Operator: an AI Agent to Manage Customer Support AI

The new agent handles everything from knowledge base management to AI configuration

May 18, 2026

•

2 min read

Customer Platforms

Avaya Infinity Brings Contact Centre AI to avatarin's Robots

The partnership marks one of the first deployments of contact centre technology inside physical AI robots

May 15, 2026

•

2 min read

Customer Platforms

Cisco Cuts 4,000 Jobs on a New Strategic Path. Is CX Being Left Behind?

Despite record revenue, the networking giant is repositioning for an AI infrastructure future

May 15, 2026

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2 min read

Insights & Research

Gartner: Global AI Spend to Rise 47% but Enterprises Still Holding Back

Insights & Research

Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home

Insights & Research

AI Is Making Decisions in Your Customer Experience. But Who Owns Them?

Insights & Research

AI Will Handle More Than a Third of Marketing Work by 2028, Gartner Finds

Events

SAP Unveils the Autonomous Enterprise at Sapphire 2026

From a unified AI platform to voice-enabled agents and a €100 million adoption fund, SAP sets out its most ambitious vision yet for AI-run business operations

May 13, 2026

•

2 min read

Events

CCW UK Summit Kicks Off with Human Experience at the Heart of the Agenda

Three days of sessions, workshops and debate begin today as the CX industry grapples with a question AI cannot answer on its own

May 11, 2026

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2 min read

Events

Why CX Leaders Should Put Google Cloud Summit London on Their Radar

Google Cloud Summit London 2026 | 17–18 June, Tobacco Dock, London

May 5, 2026

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2 min read

Events

Adobe Summit 2026: Inside Adobe’s Move Towards Agentic AI

At Adobe Summit 2026, the company outlined how it is aligning its platform with the rise of agentic AI, where systems increasingly coordinate marketing, data, and customer experience workflows end to end

Apr 25, 2026

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3 min read

LATEST NEWS

10 Steve Jobs Principles Applied to Modern CX

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

The KPIs That Matter Most in CX AI

Gartner: Global AI Spend to Rise 47% but Enterprises Still Holding Back

Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home

AI TRANSFORMATION

10 Steve Jobs Principles Applied to Modern CX

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

The KPIs That Matter Most in CX AI

Gartner: Global AI Spend to Rise 47% but Enterprises Still Holding Back

AGENTIC AI

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

Fin Launches Operator: an AI Agent to Manage Customer Support AI

Avaya Infinity Brings Contact Centre AI to avatarin's Robots

Observe.AI Launches Companion Agent to Support Human Agents in Real Time

CONTACT CENTRES

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

The KPIs That Matter Most in CX AI

Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home

Fin Launches Operator: an AI Agent to Manage Customer Support AI

CUSTOMER INTELLIGENCE

10 Steve Jobs Principles Applied to Modern CX

The KPIs That Matter Most in CX AI

SAP Unveils the Autonomous Enterprise at Sapphire 2026

How to Prepare Customer Data for AI in Customer Experience

CUSTOMER PLATFORMS

Gartner: Global AI Spend to Rise 47% but Enterprises Still Holding Back

Fin Launches Operator: an AI Agent to Manage Customer Support AI

Avaya Infinity Brings Contact Centre AI to avatarin's Robots

Cisco Cuts 4,000 Jobs on a New Strategic Path. Is CX Being Left Behind?

STRATEGY & LEADERSHIP

10 Steve Jobs Principles Applied to Modern CX

Gartner: Global AI Spend to Rise 47% but Enterprises Still Holding Back

Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home

Cisco Cuts 4,000 Jobs on a New Strategic Path. Is CX Being Left Behind?

INSIGHTS & RESEARCH

Gartner: Global AI Spend to Rise 47% but Enterprises Still Holding Back

Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home

AI Is Making Decisions in Your Customer Experience. But Who Owns Them?

AI Will Handle More Than a Third of Marketing Work by 2028, Gartner Finds

EVENTS

SAP Unveils the Autonomous Enterprise at Sapphire 2026

CCW UK Summit Kicks Off with Human Experience at the Heart of the Agenda

Why CX Leaders Should Put Google Cloud Summit London on Their Radar

Adobe Summit 2026: Inside Adobe’s Move Towards Agentic AI

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