Customer Matters Weekly Issue #2
Customers bring their own AI, and regulators raise the stakes
This week, customers started bringing their own AI to the conversation, and regulators kept raising the cost of getting service wrong.
Here's what matters and what to do about it.
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Become an ACXPA MemberIn this issue
- One in three consumers has already used an AI agent for customer service PR Newswire
- What contact centres are actually doing with AI, according to the vendors' own earnings CMSWire
- Forrester predicts CX teams will start rehiring in 2027 CX Today
- Bad service is pushing customers onto social media, and toward regulators Fast Company
- Ofcom names the UK's most complained-about telcos Advanced Television
- Telco code breaches can now cost more than $10 million Queanbeyan Age (AAP)
- Signed up without asking, couldn't cancel, answered only after posting on X Fast Company
- "How it feels to be a customer anywhere in 2026" Daily Dot
- "The customer becomes the integration layer" CX Today
From the community
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