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8×8 opens up AI agent building to everyday CX teams. AI Studio enters early availability with natural-language design, pre-integrated voice and digital channels, and a pricing model that lets customers test agents before moving them into production.
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Content Guru strengthens CCaaS standing with fresh Gartner customer validation. The UK provider says the latest Voice of the Customer report puts it top for recommendation, while also scoring strongly on support, sales, deployment, and product capability.
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ServiceNow is making enterprise AI standard across its entire portfolio. The update combines context, governance, workflow execution, and developer tooling in every product tier.
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AI is reshaping how shoppers search for retail deals today. XCCommerce’s latest study says retailers now need consistent, personalised incentives across every channel to protect loyalty and conversion.
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Tesco expands AI personalisation to sharpen loyalty, relevance, and growth. A new partnership with Adobe links Clubcard insight, content creation, and co-developed experimentation as Tesco pushes for more useful offers and digitally led engagement.
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Oracle is pushing CX software from support functions to execution. Its new Fusion Agentic Applications target sales, marketing, and service teams with governed automation inside core workflows.
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Sendr debuts scalable personalised video for ecommerce recovery. UK startup targets $4TN abandoned cart market with lipsync automation, claiming 33% uplift in pilot revenue and direct integration with Klaviyo’s 500,000-store ecosystem.
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Alibaba paused chatbot coupons after heavy demand strained its AI systems. The disruption followed a Lunar New Year promotion tied to AI-driven shopping, highlighting execution risks as generative AI tools move from conversation into real-world commerce.
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Data privacy is enterprise’s next big competitive battlefield in 2026. Data Privacy Day has expanded into a full week as AI adoption, supply chain scrutiny, and shifting regulation push privacy from compliance into core operations. Leaders now need evidence, not policies, to sustain trust.
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Weekend reviews are more likely to be negative. Mannheim researchers analysed 400 million online ratings and found that reviews written on weekends received fewer 5-star and more 1- to 3-star ratings than those written during the week, with the strongest effect observed in workplace-related feedback.