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Shadow AI agents are entering enterprise workflows with access to sensitive customer data and business systems, often without security oversight. As autonomous tools take action, CX leaders must help establish the governance, visibility and controls needed to protect customer trust.
Mobile apps and websites can appear technically healthy while customers struggle to complete basic tasks. Fullstory President Jason Wolf discusses rising rage and dead clicks, passive session time, and why behavioral intelligence must sit beside traditional performance measures.
NHS 24’s customer experience transformation shows why CRM modernization should start with customer outcomes, not internal systems. By redesigning journeys around access, continuity and safety, it offers CX leaders a practical model for outcome-led service change.
Gartner’s 2026 CCaaS Magic Quadrant keeps the same Leaders while agentic AI reshapes the sales pitch. Rob Scott asks whether Gartner’s influential chart helps buyers select platforms that deliver trusted automation, real resolution, and measurable customer outcomes.
The official finalists for the CX Awards 2026 have been revealed. As the market shifts from experimental hype to proven ROI, this exciting shortlist highlights the platforms that are successfully turning customer ambition into measurable business impact.
Zoom used Zoomtopia 2026 to launch a Unified Context Layer, new customer service tools, and wider access for third party AI agents. Together, they show how the company wants conversations to trigger action, and what teams must control before AI takes on more work.
As event season fills calendars and research reports start landing in inboxes, Five9, Arkose Labs, and ContactBabel point to the same contact center AI reality: adoption is accelerating, but trust, escalation, accuracy, and workforce readiness now decide what works.
Organizations are accelerating AI adoption, yet successful transformation depends on more than technology. Managers and frontline teams provide the context, accountability, and empathy needed to improve employee experience without weakening customer relationships.
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