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
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
IBM and Riyadh Air Collaborate to Launch AI Native Customer Travel Services
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
