The Trust Gap New data paints a sobering picture of where AI-driven customer service actually stands. Forrester found US CX quality fell again to a record low of 68.3 in 2025, while the CFPB reported roughly 6.6 million consumer financial complaints that same year, more than double the prior year. Separately, Salesforce research found that […]
The Rollout Commonwealth Bank of Australia has begun testing CommBank Companion, an AI-powered conversational assistant built directly into its mobile app, backed by roughly $1 billion in security investment. Unlike most vendor-led AI launches, this one was designed and built entirely in-house by CommBank’s own engineering and data science teams, and it is being tested […]
The Deployment Agentforce, Salesforce’s agentic AI platform, has crossed $1 billion in annual recurring revenue, with revenue up 205% year over year. But the more instructive story sits inside one specific deployment: PenFed Credit Union now runs its entire operation (call center, mobile, web, and branches) on Salesforce, with 76 AI agents working alongside human […]
The Finding New research from TELUS Digital’s Enterprise CX AI: 2026 Global Survey, polling 815 enterprise decision-makers across 12 countries, finds that 61% of organizations now spend over $10 million annually on CX delivery. Yet only 32% have the automated QA infrastructure needed to actually measure how that AI is performing. As Peter Ryan, President […]
The Announcements Google Cloud Summit London 2026 brought a wave of partnership news signaling a shift from AI experimentation to production deployment. HSBC and Google Cloud announced a partnership to deploy more than 200 new AI use cases over the next two years, focused on hyper-personalized wealth management and financial crime detection. Deloitte and Google […]
The Announcement Salesforce has launched Agentforce Help Agent, a preconfigured AI service agent deployable across voice, web, portals, and messaging, paired with a pay-per-resolution pricing model that charges customers only when the agent resolves an issue autonomously. Escalations to a human or negative customer feedback are not billed. The move comes directly in response to […]
The Finding New research from ArvatoConnect, surveying 1,000 senior decision-makers across U.K. banks, insurers, fintechs, building societies, and credit providers, finds that 77% of financial services leaders believe their own organization’s AI strategy could negatively impact vulnerable customers, with 28% rating that risk as high. This comes as 88% of firms have increased AI use […]
The Real Question Enterprises Are Asking Most organizations have already decided to deploy AI agents. The open question, according to Joe Davis, EVP of AI Engineering and Delivery at ServiceNow, and Adel El Hallak, VP of Product Management at NVIDIA’s Agentic AI division, is what those agents can actually do, and at most organizations today, […]
The Finding Nearly half of enterprises investing heavily in AI are struggling to see meaningful returns, according to Kyndryl’s own Readiness Report, a finding echoed by a separate IBM study showing that just 25% of AI initiatives deliver expected ROI, with only 16% scaling enterprise-wide. In response, Kyndryl has launched Agentic Service Management, a maturity […]
The Announcement Salesforce has expanded its Agentforce platform with two updates aimed at closing a gap it says is common across enterprise CX: fast, AI-driven customer interactions that stall the moment they hit slower, manual back-office processes. Agentforce Operations extends AI agents into finance, procurement, compliance, and IT workflows, with Salesforce reporting process cycle time […]