📰 BPO Industry News

Big CX News from RingCentral, NiCE, Microsoft, Uber & Meta

Jul 31, 2026 · From an expanded RingCentral and NiCE partnership to Microsoft’s fresh agents-as-a-service play, here are extracts...

Are Brands Finally Listening to Social Media Customers?

Jul 31, 2026 · Francesca Roche sits down with Grace Putney, Director of Client Success at ICUC, to examine why social media community m...

The EU AI Act Deadline Is Here: Why CX Teams Cannot Afford to Wait

Jul 30, 2026 · Many enterprises have treated the EU AI Act as a problem for another day. But their procrastination could be about to be...

Can Microsoft’s Governance Layer Make Customer Service AI Enterprise-Ready?

Jul 30, 2026 · Microsoft’s CX strategy is increasingly centred on creating a governed foundation for AI agents that can access enterp...

Meta’s Decision to Invest “Aggressively” in AI Infrastructure Raises Investor Concerns

Jul 30, 2026 · Meta positioned its messaging ecosystem as a major new frontier for AI-powered customer engagement after moving into ...

From SaaS to Agents-as-a-Service: Microsoft’s Aims to Redefine the CX Tech Stack

Jul 30, 2026 · With consumption-based billing and ‘agent-first’ architectures taking over, contact center budgets and workf...

The AI Personalization Trap CX Leaders Must Avoid

Jul 30, 2026 · Personalized customer experience is no longer just about using the right data to deliver a better message. As AI becomes...

Salesforce: AI Is Raising CX Expectations Faster Than Brands Can Deliver

Jul 29, 2026 · Salesforce has warned commerce leaders chasing AI opportunities that customers are moving faster than many organizations...

How to Stop Your Sales Teams From Hurting CX

Jul 29, 2026 · Francesca Roche sits down with Seth Marrs, Chief Strategy Officer at Sandler, part of Trilliad’s Sales Performance S...

PUMA Shows Why Omnichannel Retail CX Now Runs on Data

Jul 29, 2026 · PUMA’s retail transformation is a useful sector case for CX, ecommerce, CRM, loyalty, and customer engagement leaders ...