Global Stories

AI-era contact centres become strategic CX data hubs

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

By Martyn Riddle • 5 min read • Last month

Generative AI

AI in love lives: help for some, a deal-breaker for others

AI is entering couples' counselling, with one in five partners keen for its help and nearly one in six ready to walk away over its use.

By Sean Mitchell • 4 min read • Last month

Digital Transformation

The AI infrastructure trap: Why your 'AI-ready' project may already be obsolete

Banks risk AI 'infrastructure traps' as long projects outpace fast-evolving models, wasting budget while nimbler rivals ship real solutions.

By Fabio Straessle • 4 min read • Last month

Firewalls

Netskope launches NewEdge AI Fast Path to cut latency

Netskope unveils NewEdge AI Fast Path to speed secure enterprise traffic to major AI clouds, cutting latency for chatbots and agents.

By Sean Mitchell • 4 min read • Last month

Digital Transformation

Quanton rebrands as AI partner to take pilots to scale

Quanton ditches pure automation tag to relaunch as an AI transformation partner, promising to help ANZ firms push pilots into production.

By Catherine Knowles • 5 min read • Last month

Software-as-a-Service

Linnworks report links retail growth to ops maturity

Linnworks report finds mid-market retail growth closely tied to operational maturity, automation, AI use and stronger multichannel logistics.

By Kaleah Salmon • 3 min read • Fri, 27th Feb 2026

DevOps

UK listeners spot AI voices faster & trust them less

UK listeners are quicker than Americans to spot AI-generated voices, and their trust in what they hear plunges once they detect them.

By Shannon Williams • 4 min read • Fri, 27th Feb 2026

Unified Communications

Infobip unveils AgentOS to power AI-first customer service

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

By Catherine Knowles • 3 min read • Fri, 27th Feb 2026

Malware

OpenClaw AI assistant surge sparks major security fears

A rapid surge in OpenClaw AI assistant use has left tens of thousands of exposed systems and a trail of hijacked tools and malicious add-ons.

By Catherine Knowles • 5 min read • Fri, 27th Feb 2026

Unified Communications

Sinch unveils AI agent tools for customer engagement

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

By Mark Tarre • 4 min read • Fri, 27th Feb 2026

Data Analytics

How insurance providers are making their customer data AI ready

Insurers race to clean and connect sprawling customer records into a single AI‑ready view, paving the way for hyper‑personalised cover.

By Helen Richardson • 5 min read • Fri, 27th Feb 2026

Data Analytics

AI is rewriting the B2B marketing playbook for CIOs, CTOs & CMOS

AI assistants are reshaping B2B discovery, forcing CIOs, CTOs and CMOs to rebuild content for zero‑click, conversational buying journeys.

By James Foote • 4 min read • Thu, 26th Feb 2026

Risk & Compliance

Study probes how public sector AI handles UK accents

A UK study will test how well public sector chatbots understand regional accents amid fears some voices are left behind by AI systems.

By Sean Mitchell • 4 min read • Thu, 26th Feb 2026

Customer Relationship Management

Talkdesk debuts AI workflow tools to automate email CX

Talkdesk unveils Automation Flows and extends Autopilot to email, promising end-to-end AI handling of complex, multi-system CX workflows.

By Sean Mitchell • 3 min read • Thu, 26th Feb 2026

Stories from Other Regions

Digital Transformation

AI as a career accelerator: expanding influence beyond the IT function

AI is helping women in HR and beyond gain strategic influence, speeding policy work and reshaping leadership paths outside IT.

By Amy Curran • 4 min read • Last month

eLearning

Give to Gain: Why sharing knowledge Is the most powerful investment we can make

Sharing knowledge, not hoarding it, is the investment that multiplies confidence, opportunity and leadership for future generations.

By Dr Rashmi Mantri • 4 min read • Last month

EduTech

Public backs AI in services, but demands strong rules

Nearly half of UK public back AI for faster, more accessible services, but demand tight rules, oversight and visible accountability.

By Catherine Knowles • 4 min read • Last month

Unified Communications

ConvoZen unveils India-first multilingual AI voice stack

ConvoZen launches a unified multilingual AI voice stack for India, debuting Akshara and Ragini speech models tuned to real call-centre audio.

By Catherine Knowles • 5 min read • Fri, 27th Feb 2026

Unified Communications

Agora & FPT partner on AI for Southeast Asian banks

Agora and FPT join forces to deliver AI-powered voice, video and messaging for Southeast Asia's banks amid stricter digital regulations.

By Mark Tarre • 4 min read • Thu, 26th Feb 2026

Unified Communications

WiseTech to axe 2,000 jobs as AI reshapes workforce

WiseTech will cut about 2,000 roles, a third of its staff, as it leans on AI, echoing wider structural job shifts across major employers.

By Shannon Williams • 4 min read • Thu, 26th Feb 2026