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New research from IPI and Talkdesk, alongside a subtle AWS workflow update, points to a practical contact center issue: automation is moving faster than the evidence layer, handoff model, and operational controls many enterprises need to prove outcomes.
Salesforce says Agentforce Coworker usage has grown 21x in three months, with new access through Microsoft Teams and a $50 per user pricing option. Analysts Zeus Kerravala and Liz Miller see a pragmatic, predictable play, but customer impact remains unproven.
Qualtrics SVP for Core AI Mark Hammond explains why customer expectations are outpacing traditional CX programs, why generic AI lacks the context to resolve issues effectively, and how simulation and structured business data can support better in-the-moment decisions.
As vulnerability volumes grow, CX technology leaders need security tools that do more than generate alerts. Trustpilot’s Dan Conn explains why prioritizing customer-facing risk can reduce remediation work and prevent avoidable vulnerabilities reaching production, protecting customer trust.
Voice AI can appear polished in a controlled demo, then unravel when customers call from noisy, low-bandwidth, or high-volume environments. Klearcom’s Neil Weldon explains why contact centers must test call quality, handoffs, and failure routes before scaling automation.
The CX Awards 2026 winners are here. Judged blind by 25 enterprise leaders and analysts across 21 categories, this year's winners are the platforms, teams and leaders that proved real-world ROI and turned customer experience ambition into measurable business impact
Customer engagement AI can now identify intent, choose a next step, and personalize a response in real time. This week’s news from ServiceNow, Coforge, Pacsun, and Orange France shows the harder test is whether the business can follow through when the customer acts.
Twilio’s third-quarter results point to rising CX demand for AI voice, richer messaging, agent identity and contact center modernization, as customer engagement infrastructure shifts toward more autonomous interactions and trusted AI-led service journeys.
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