186Kloud Monthly CX Update –  October 2025

186Kloud CX Update

From our CEO...
As we step into Q4, the conversations I’m having with leaders all point to one theme: disruption is no longer on the horizon, it’s here. AI and agentic platforms are forcing companies to rethink how they serve customers, how they manage data, and how they build resilience into their operations. At 186Kloud, our role is to help you cut through the noise, translate the hype into practical strategy as well as helping you create systems and develop vendor relationships that deliver real value.

Let’s dive into this month’s highlights.

AI is an existential threat to many companies, warns Snowflake CEO Sridhar Ramaswamy:

“It is a time of maximum disruption, and many, many successful companies are going to disappear.”

Watch the Superhuman interview with Sridhar Ramaswamy and read our 186Kloud perspective on how AI is transforming CX and EX: automating routine tasks, enabling contextual, memory-driven interactions, and delivering outcome-based value. To stay competitive, organisations should pilot AI in high-impact areas, strengthen data governance, and build a culture ready for ethical, human-centric innovation.

Technology Updates

• Comcast, our next Customer dinner - and you’re invited

  Following our hugely successful and oversubscribed dinner in September, We're bringing clients and partners together once again for high-impact conversations in an unforgettable setting: The call quality of your customer support says a lot about who you are. Join us at the Michelin-starred at Galvin La Chapelle, 30th October. Look out for your personal invitation or register here today, places are limited.

• We’re hosting intimate vendor dinners - and you’re invited

  We're bringing clients and partners together for high-impact conversations in unforgettable settings. First up: AI & Cloud Innovation with Vonage, Michelin-starred at Galvin La Chapelle, 25th September. Look out for your personal invitation or register here today, places are limited.

• Just how important will your CRM be in the days ahead?

  AI is reshaping CRM by merging agentic AI with intelligent data lakes. Manual entry fades, proactive AI drives engagement, and predictive insights guide action, pushing CRM from passive record-keeping to active, intelligent customer management. Read the full article here.

• Agents V Agents

  Say goodbye to hold music, personal AI assistants are here to handle calls, manage tasks, and automate interactions with service providers. From banking to travel, agentic AI saves time, boosts efficiency, and transforms daily life. Read the article here.

• In the thick of strategy sessions, and developing your technology project requirements?

  If you’re navigating an upgrade, starting your research, or just know something’s not quite working - grab 30 mins with us.

...But vendor selection isn’t the end of the story

Our support continues through POC, implementation, adoption and optimisation. If you need a partner to help manage your vendor relationship long-term, we’re here.

👉 Let’s talk about how we work post-contract.

Still in the thick of strategy sessions, demos, and advisory

If you’re navigating an upgrade, starting your research, or just know something’s not quite working - grab 30 mins with us.

Vendor & Industry News You Shouldn’t Miss

• Zoom first time in the Gartner Magic Quadrant for CCaaS
  Zoom achieved inclusion in the 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS), just three years after launching Zoom Contact Center in 2022. Plus

• Zoom releases AI Companion 3.0
  At its Zoomtopia 2025 event, Zoom introduced the latest version of its AI Companion. Enhancements are aimed at improving meetings, task management, and also customer interactions. It includes features like improved summarisation, action item tracking, and stronger support for business users.

• RingCentral takes AIR Everywhere, a 24/7 AI Receptionist that works with any phone system
  RingCentral is introducing AIR Everywhere, a version of its AI Receptionist (AIR) that works with any phone system-cloud, on-premises or third-party SIP. It now includes appointment booking via Google/Outlook, supports UK & Australian English, French, Spanish; expanding globally.

• Genesys launches AI Agents
  Genesys has announced more autonomous AI agents in its Cloud platform — enhanced Copilots and Virtual Agents with context awareness, Agent-to-Agent (A2A) and Model Context Protocol (MCP) support — to improve orchestration, efficiency and CX at scale

• Glia Names Rei Kasai as Chief Product Officer to Lead Next Phase of AI-Driven Growth
  Looking towards the financial services sector, he will focus on scaling the platform, driving AI adoption, reducing costs, improving workforce efficiency, and elevating customer experience outcomes .

👉 Want our take on what these mean for your tech roadmap? Book a strategy chat.

Events You’ll Want to Attend

Comcast Customer Dinner: AI & Cloud Innovation Evening

30 October 2025 | 📍 Galvin La Chapelle, London

An exclusive evening of food, future tech, and conversation. Request an invite

CCMA Annual Conference

30 September 2025 | 📍 QEII Centre, London

We’ll be there for the big conversations in CX leadership.

Contact Centre Expo

19–20 November 2025 | 📍 Excel, London

The UK’s biggest CC event – and we’ll be in the thick of it.

B2B Growth Expo

3-4 March 2026 | 📍 London Olympia

Let’s talk CX, scale-ups, and sales enablement.

Want Help Navigating All This?

Big changes on your tech horizon? Need help validating your current stack, mapping vendor options, or making a business case for change?

We do this every day. Book a call and let’s get to it.

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