Newgen Software Recognized in The Customer Service Solutions for B2B Landscape, Q3 2026 | CX Dive

Newgen Software Recognized in The Customer Service Solutions for B2B Landscape, Q3 2026 | CX Dive

Newgen Software announced its recognition in Forrester's B2B Customer Service Solutions Landscape, Q3 2026 report. The report, authored by Laura Ramos, covers 19 vendors. Newgen emphasizes its view of customer service as part of a larger business process, focusing on AI-driven service orchestration.

Nearly all consumers find some kind of personalization intrusive

How AI is powering Target’s back-to-school push

Target deeply applies AI technology in the 2025 back-to-school season, from wish list creation to personalized homepage layouts, aiming to improve customer experience. Data shows that customers who create wish lists have approximately 45% higher demand, while nationwide K-12 and college back-to-school spending is expected to reach $43.3 billion and $103.5 billion, respectively.

Petco loses millions due to loyalty program

Petco relaunched its Petco Perks loyalty program in the second quarter of 2026. Customer points redemptions far exceeded expectations, impacting net sales by millions of dollars and leaving them roughly flat year over year. CEO Joel Anderson said measures have been deployed to curb redemptions, and the company will focus on personalization capabilities to support long-term growth.

Where humor fits in customer service

A 2022 Oracle study showed that most consumers prefer fun brands, but most business managers are worried about using humor in customer interactions. Experts believe that the risk lies not in humor itself, but in its inappropriate use. This article synthesizes the views of multiple experts to explore the value of humor in customer service, applicable scenarios, style choices, and corporate culture support.

Fewer than 25% of enterprises have scaled AI successfully

According to the latest Gartner survey, only 22% of enterprises have successfully scaled AI across multiple business units, and 85% of technology leaders plan to increase AI investment next year, but most lack visibility into AI spending, making it difficult to measure return on investment.

Operata launches 'Numéro' release for Genesys Cloud CX

Operata announced the launch of 'Numéro' for Genesys Cloud CX on April 29, 2026. This release provides deeper observability, including CX Copilot and Agent Copilot features, and initiates a design partner program to develop voice bot monitoring capabilities.

London Borough Transforms Customer Service with Centralised Knowledge Management Platform | CX Dive

The London Borough of Barking and Dagenham (LBBD), in partnership with KPSOL, introduces a centralized knowledge management platform that integrates operational guidance scattered across shared drives, documents, and internal systems into a structured, searchable knowledge base, enabling customer service advisors to quickly access accurate information during phone and digital inquiries, thereby enhancing service consistency and staff training outcomes.