Glance releases an AI-to-human customer service guide as its 2026 CX report finds 44% of consumers almost always repeat information when switching support channels.
BITS Pilani alumni AJ Jain and Aditya Ketkar raise $52 million for Broccoli AI, a US startup automating customer calls and appointments for over 1,500 businesses.
CX leaders explain how understanding, ease, trust and ownership across every touchpoint can turn customer uncertainty into long-term confidence and loyalty.
IndusInd General Insurance’s Gaurav Srivastava discusses his career journey, customer-first CX, AI, self-service and the changing expectations of insurance customers.
Acer India and Bangladesh Head of Marketing Sooraj Balakrishnan discusses AI search, GEO, personalisation and why consumer understanding must remain human.
IKEA has redeployed 8,500 call centre employees into new roles after AI automated routine customer service tasks, focusing on reskilling rather than job cuts.
Uber has cut 10% of its customer service workforce as it expands AI adoption, marking the company's first direct link between AI strategy and workforce restructuring.
Eternal has spun off its AI platform Nugget into a dedicated subsidiary, strengthening its push into enterprise AI and customer support software.
KPN has partnered with McKinsey and QuantumBlack to deploy agentic AI for customer service, aiming to automate up to 20% of customer interactions by 2027.
AI chatbots in 2026 are evolving into intelligent agents, helping brands drive customer experience, resolution, and conversions across digital channels.
Consumers remain divided on AI chatbots — efficiency and cost drive adoption, but human interaction is still preferred for complex or emotional issues.
Salesforce trims roles as AI takes on more routine support tasks, reflecting a wider enterprise shift to automated service with human oversight and stronger governance.
Zoom has launched its AI-powered Contact Center and expanded Zoom Phone services in India, targeting enterprise communication needs.
Investor Mark Cuban predicts AI will soon take over customer service roles, as businesses increasingly adopt intelligent automation for 24/7 support.
