The Wire

2026 CX trends report from Glance shows customers want trustworthy resolution, no matter the channel WAKEFIELD, Mass., Dec. 17, 2025 /PRNewswire/ -- Glance, the leader in enterprise cobrowse and guided customer experience solutions, today announced the release of its 2026 CX Trends Report, a candid and data-backed look at what actually happened during the industry's rapid shift toward AI-driven customer service in 2025 and what CX leaders can learn moving into 2026. Based on insights from more than 600 U.S. consumers collected through a national survey conducted by Glance, the report exposes a widening gap between AI promises and customer reality.

Contentsquare brings AI-driven customer understanding to Shopify’s global commerce ecosystem New York, December 17th, 2025 — Contentsquare, a leader in AI-first digital analytics, today announced a new partnership with Shopify, the leading global commerce platform, to deliver complete customer experience visibility across the entire ecommerce journey—from first click to checkout. The combination of Shopify’s commerce platform and Contentsquare’s granular behavioral insights gives businesses an end-to-end view of the customer experience—from first interaction through post-purchase.

Report finds 76% of bot traffic is unverified, signaling intelligent traffic management as the new strategic imperative for web teams in 2026 AUSTIN, Texas--(BUSINESS WIRE)-- #wpengine --WP Engine, a global web enablement company providing premium products and solutions for websites built on WordPress®¹, today released its 2025 Website Traffic Trends Report. The report analyzes proprietary first-party data and metrics from Google CrUX (Chrome User Experience Report) and Cloudflare Bot Management spanning North America, Europe, the Middle East, and Asia-Pacific. “The shape of the web is evolving rapidly.

Seamless, Real-Time Data Flow From Capillary’s Loyalty Platform to Adobe Experience Platform Unlocks Personalization & Engagement at Scale By Megan Fiorendino December 11, 2025 Capillary Technologies, a global leader in AI-powered loyalty and customer engagement, today announced it has integrated with Adobe Experience Platform as a loyalty platform partner, setting a new benchmark for innovation in customer experience technology. This integration delivers out-of-the-box, real-time data flow from Capillary’s award-winning loyalty platform to Adobe Experience Platform – including Adobe Real-Time Customer Data Platform and Adobe Journey Optimizer.

In partnership with GiveCard, Lorikeet's conversational intelligence platform for high-complexity support assisted more than 300,000 families and resolved issues at a moment of urgent need. SAN FRANCISCO, Dec. 11, 2025 /PRNewswire/ -- Lorikeet, the company transforming customer support experiences with universal AI concierges, today announces the launch of Lorikeet Voice 2.0 ("Voice 2.0"), conversational AI agents that coordinate with other agents and third parties to resolve complex situations without human handoffs.

New AI Agents and Intelligent Search simplify content creation, enhance quality, and reduce risk, delivering clear, consistent, and compliant communications, without compromising user control BURLINGTON, Mass., Dec. 10, 2025 /PRNewswire/ -- Precisely, the global leader in data integrity, today announced the launch of new agentic AI capabilities within its EngageOne™ RapidCX customer communications platform. The release introduces three new AI agents - Sentiment Analysis, Contextual Rewrite, and Readability, along with AI Intelligent Search functionality.

BENGALURU, India, Dec. 10, 2025 /PRNewswire/ -- Kapture CX, a leading full-stack AI-driven enterprise-customer experience platform, today announced its sustained profitability, along with strong 80% year-over-year growth. Supported by major new wins from mainstream banking and fintech clients, the company is poised to scale 2.5× in the next 12 months.

Everyone can now edit with Photoshop in ChatGPT as Adobe’s category-defining creative app launches inside one of the world’s most popular conversational AI platforms Adobe apps for ChatGPT combine the simplicity of conversation with the power of Adobe’s industry-leading tools to make it easy for everyone to edit photos, enhance designs and transform documents without leaving ChatGPT The launch of Adobe apps for ChatGPT brings Adobe’s most popular creative and productivity apps — Photoshop, Adobe Express and Acrobat — to ChatGPT’s 800 million weekly users SAN JOSE, Calif. — December 10, 2025 — Adobe (Nasdaq:ADBE) today launched Adobe Photoshop, Adobe Express and Adobe Acrobat for ChatGPT, bringing its industry-leading creative and productivity apps to the platform’s 800 million users. Adobe apps for ChatGPT build upon the company’s innovation in agentic AI, enabling everyone to easily enhance vacation photos, design event invitations and create polished, professional documents simply by describing what they want to achieve with their words.

Genesys Cloud ARR reaches nearly $2.4 billion with more than 30% year-over-year growth Genesys Cloud AI ARR grows more than 2X the rate of Genesys Cloud ARR during the period SAN FRANCISCO--( BUSINESS WIRE)-- Genesys ®, a global cloud leader in AI-Powered Experience Orchestration, today announced continued strong momentum during the third quarter of fiscal year 2026 (Aug. 1 – Oct. 31, 2025). The Genesys Cloud™ platform reached nearly $2.4 billion of annual recurring revenue (ARR) i during the quarter, growing more than 30% year-over-year.

New AI automation and observability assistants give CX teams instant clarity into their workflows and AI behavior– turning complex logic into actionable, explainable insights. NEW YORK--( BUSINESS WIRE)--Kustomer, the AI-native customer experience platform, today announced two new additions to its growing AI Assistants family: the Kustomer AI automation assistant (now Generally Available) and the Kustomer AI observability assistant (now in Early Access).