Short, up-to-date news from the world of customer experience: research, awards, launches and industry moves.
A Gartner survey of 199 service and support leaders finds AI investment surging while overall budgets barely move — the gap is being funded by cuts to labor and overhead.
OEPSAŞ, part of Zorlu Enerji, has rolled out two 24/7 AI assistants for customers in Afyonkarahisar, Bilecik, Eskişehir, Kütahya and Uşak.
Azerbaijan Airlines is preparing AI tools that automatically classify and route passenger requests and cut waiting times at peak hours.
Launched in April 2026, eGov GPT offers the 50 most-requested services and has been used more than 150,000 times. The ministry has also published a draft order for a voice AI assistant pilot at the national 1414 contact center.
The fifth Customer Satisfaction Index from Türkiye İtibar Akademisi is based on phone interviews with about 12,000 people in 72 provinces and rates 126 brands across 42 sectors.
A Gartner survey of 3,566 customers finds people are open to GenAI service but see access to a human agent as essential; half say GenAI makes their interactions easier.
At Dreamforce, Salesforce said a contact-center-as-a-service product combining contact center, telephony and CRM arrives in October 2026, and introduced Koa, its first CRM reasoning model, built with NVIDIA.
AOK PLUS, with 3.4 million members, went live on NiCE’s Cognigy AI agents and CXone, bringing 2,400 employees and 120 skills onto one platform.
A presidential decree targets digitizing at least 5,000 administrative functions by the end of 2028 and making 10% of services on the citizen portal AI-based by 2030.
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