186Kloud Monthly CX Update – November 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 access vendor relationships capable of delivering real value for your customers.
Let’s dive into this month’s highlights.
The Human Touch in AI Customer Service
Even in an age of automation, customers still crave a human connection. 8x8’s latest insights reveal that empathy and conversation remain at the heart of great CX and why hybrid AI + agent experiences are defining 2025 contact centres
Technology Updates
Comcast Business: Threat Report ’25
Read about the 2025 Comcast Business Cybersecurity Threat Report: Defending Against the Next Wave of AI-Driven Attacks
Five9 Recognised as a Leader in IDC MarketScape’s Inaugural European CCaaS Report — A Milestone for Intelligent CX in Europe
Five9 has been named a Leader in the IDC MarketScape inaugural European CCaaS assessment, thanks to its AI-enabled platform, multilingual support, and strong compliance credentials. Read the full article here.
Kustomer’s AI-Native CX Platform Signals the Future of Customer Experience — If Enterprises Are Ready
Kustomer took centre stage with its executive event, “CX Now,” held in New York City, unveiling a bold repositioning: the shift from automation-first to an intelligence-native customer engagement platform. The message: AI shouldn’t simply be bolted onto legacy customer service systems, it must be embedded, foundational, and guided by data, context and human empathy. 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.
Vendor & Industry News You Shouldn’t Miss
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NICE Customers Accelerate CX AI Adoption – Global Brands Transform Service and Experience
NICE’s latest press news highlights how leading brands around the world are leveraging its CX-AI solutions to reduce wait times, improve service quality, and empower employees — marking a major shift in customer and employee experience in 2025
Sprinklr: CXUnifier winners
Sprinklr’s 2025 CXUnifier Awards honour top brands and partners who leveraged data, AI and unified-CX strategy to drive exceptional customer outcomes. Winners include Walgreens, 3M, Ally Financial and Lenovo across categories such as AI Innovator, ROI Expert and Partner Unifier.
Vonage Debuts Ground-Breaking AI & Network Innovation at Dreamforce 2025 with Salesforce Agentforce 360 Integration
At Dreamforce 2025, Vonage unveiled its new contact-centre solution—integrating Vonage Contact Center with Vonage Network APIs for Salesforce Agentforce 360—bringing real-time network intelligence, AI-driven fraud detection and seamless customer verification into enterprise workflows. This launch redefines CX for the next era of digital engagement.
AmplifAI Secures $33.7 M Series B to Fuse Human Teams and AI Agents for Next-Gen Customer Experience
AmplifAI has raised $33.7 million in Series B funding led by CVS Health Ventures to expand its AI-driven platform that unifies human and AI agent performance in contact centres. The platform leverages generative AI across voice, chat, surveys and behavior data to deliver real-time coaching, automate workflows and drive measurable efficiency and loyalty.
RingCentral to Host Product Briefing Day at NYSE, Spotlighting AI Communications Strategy
On October 24 2025, RingCentral announced it will host a Product Briefing Day at the New York Stock Exchange on November 5 to unveil its AI-powered communications strategy, showcase upcoming product innovations, and engage analysts, partners and customers.
👉 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
27 November 2025 | 📍 Galvin La Chapelle, London
An exclusive evening of food, future tech, and conversation. Request an invite
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?
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