186Kloud Monthly CX Update – December 2025
186Kloud CX Update
From our CEO...
This month’s CX landscape shows just how quickly the industry is shifting toward AI first, agent-augmented customer experience. Across the market, leading vendors are rolling out powerful new capabilities, from omnichannel AI upgrades and real-time agent assistance, to unified analytics, fraud detection and data-sovereign cloud expansion. Adoption is accelerating at an enterprise level, and the pace of innovation is reshaping what organisations can expect from their customer experience stack. At 186Kloud, we’re closely tracking these changes so you can make confident, future-proof decisions—whether you’re upgrading, exploring your options, or deep in the strategy phase of a transformation.
Let’s dive into this month’s highlights.
Technology Updates
8x8: New AI-powered omnichannel upgrades and surging adoption of Intelligent Customer Assistant
8x8 rolled out new AI-powered omnichannel enhancements across its CX platform, including native call transcription and streamlined digital-channel workflows. Coverage also highlighted strong growth in Intelligent Customer Assistant contracts and AI-driven interactions, signalling rapid enterprise AI adoption. Learn more
Five9: Genius AI launch at CX Summit 2025 unifies routing, quality and analytics into an agentic CX layer
Five9 introduced new Genius AI innovations that extend AI into routing, quality management and analytics. The goal is to create “agentic CX” – continuously assisting agents with real-time insight so they can resolve issues faster and deliver more consistent experiences at scale. Get the full scoop here.
Nice: Cloud and AI revenue accelerate as Cognigy acquisition strengthens its AI-first CX portfolio
NICE reported 13% year-on-year cloud revenue growth and raised full-year 2025 guidance. AI ARR grew strongly, supported by the completed acquisition of Cognigy, strengthening its conversational and agentic AI portfolio. Earnings commentary highlighted strong enterprise CX demand and growing adoption of its AI-first CX solutions. See the news article.
Talkdesk: New agentic AI Copilot gives agents real-time guidance on complex customer challenges
Talkdesk upgraded its Copilot product with new agentic AI capabilities. The enhanced Copilot lets human agents request real-time guidance, receive suggested next best actions and handle complex customer scenarios more confidently, powered by Talkdesk Customer Experience Automation. Read the article
Zoom: Raises outlook and announces a new UK data centre as demand grows for its AI-first CX and hybrid-work tools.
Zoom lifted its annual outlook on the back of rising demand for AI tools that support hybrid work, including its AI-first Customer Experience suite, Contact Centre and Virtual Agent. It also announced a new UK data centre to support EMEA customers with local data-sovereignty and compliance needs, with Contact Centre support to follow. Read all about it
Vonage: New AI + network innovation at Dreamforce brings real-time fraud insights into customer.
At Dreamforce 2025, Vonage unveiled a first-of-its-kind innovation integrating Vonage Contact Center with Vonage Network APIs for Salesforce Agentforce 360. The solution uses real-time network intelligence and AI to enhance fraud detection and embed automated customer verification directly into CX workflows. Learn more
Sprinklr: 2025 CXUnifier Awards spotlight brands using AI and unified CXM to transform customer experience..
Sprinklr announced the 2025 CXUnifier Award winners, recognising brands such as Walgreens, 3M and Ally Financial for using unified CXM, data and AI to transform customer journeys. Case studies highlighted major efficiency gains, reduced review cycles and strengthened engagement through centralised workflows and real-time collaboration. Read the full article.
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Latest CX Articles...
The Rise of the Personal Digital Agent
Imagine an AI that does more than remind you to set a timer or fetch the weather — a truly personal, autonomous assistant that negotiates contracts, manages your finances, monitors your subscriptions, even books travel and optimises bills on your behalf. In “The Personal Digital Agent Revolution,” we explore how personal digital agents — powered by advanced “agentic” AI — promise to reclaim hours of admin time, reduce decision-fatigue, and deliver smarter, more cost-effective outcomes across daily life. By learning your preferences, understanding context and engaging directly with service providers’ AI systems, these agents could turn tedious tasks into automated, hands-off workflows. The article also outlines what’s needed for this shift to be safe and inclusive — including transparent decision-making, strong privacy protections, and user control. Welcome to the next wave of AI: one where your digital agent becomes a trusted, intelligent partner on everything from bills to bookings.. Read the full article
How AI is Shaking Up Your Holiday Shopping Spree
AI is transforming how consumers shop, turning chatbots like Copilot, ChatGPT and Gemini into personalised gift concierges that can uncover niche products in seconds. This holiday season marks the first where AI meaningfully shapes what people buy—and which brands they even discover. As shoppers embrace AI for inspiration, comparison and convenience, retailers and CX leaders face a new reality: visibility, data quality and AI-readiness now determine who wins the customer’s attention. The shift to AI-driven commerce is accelerating fast—and those who adapt early will define the next era of customer experience. Learn more
👉 Want our take on what these mean for your tech roadmap? Book a strategy chat.
Events for your Calendar
B2B Growth Expo
3-4 March 2026 | 📍 London Olympia
Let’s talk CX, scale-ups, and sales enablement.
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