AI & Automation in CX
Letter from AWS re:Invent: What Contact Center Leaders Actually Said About Deploying Agentic AI
IBM Acquires Confluent at $11BN to Boost Real-Time Data Accessibility
Security, Privacy & Compliance
Customers Abandon South Korea’s Amazon, Coupang, After Apology Fiasco Follows Massive Data Breach
Deeper Integrations, Smarter Service: How SequenceShift Bridges Salesforce & Amazon Connect
Chime’s Approach to Treating AI Like Human Agents and What Buyers Can Learn
ServiceNow to Modernize Canada’s Public Sector with AI Deployment Services in $100MN Investment
No Second Chances: Customers Don’t Forgive AI Like They Forgive Humans
CRM & Customer Data Management
2025 CX Trends Part 2: AI’s Data Problem: Why 2026 Will Be the Year Organizations Stop Chasing Features and Start Fixing Infrastructure
Why Wall Street is Suddenly Nervous About Your Contact Center Vendor
Amazon Connect: Turning the “Sorry about that” Department into the “You might like this” Department
UJET Acquires Spiral: Rewriting the CX AI Rulebook
What If You Could Evaluate Every Customer Interaction?
The Flight Simulator for Agentic AI: Navigating Observability in Amazon Connect
