Kieran Devlin

Every time you chase a missing parcel, extensively argue with an automated phone menu, or receive a follow-up email so perfectly timed it's uncanny, you

BT has confirmed it is joining Anthropic's Project Glasswing, becoming the first UK enterprise to publicly declare membership of the initiative.

Zoom's UK data infrastructure is operational. The company has launched regional hosting across more than twenty of its platform services.

When Mustafa Suleyman told the Financial Times in February that AI would reach “human-level performance on most, if not all, professional tasks” within

Oracle's fourth quarter was, certainly, a busy one, as its investment in cloud and AI infrastructure continued to boom, underpinning its long-term CX strategy.

AI brand visibility is an emerging market with several players already staking out territory.

Automation hasn't broken customer service. The way most companies are deploying it has. The instinct is understandable.

Microsoft has unveiled Conversation Orchestration, a new capability within the Service Operations Agent in Dynamics 365 Contact Center.

This week in customer experience, a telecom CEO said what most of his industry peers are thinking but declining to put on record; the earnings season

ServiceNow and Salesforce are both making workforce reductions, with executives at each company increasingly highlighting AI as a driver of productivity and organisational change.