IN FOCUS: OBSERVABILITY
AI & Automation in CX
The Flight Simulator for Agentic AI: Navigating Observability in Amazon Connect
The 2026 CX Trends Every Enterprise Should Act On
Workforce Engagement Management
Thoma Bravo Closes Verint Deal, Creating the “Industry’s Most Comprehensive AI-Powered CX Platform”
Salesforce’s Biggest Platform Expansion in 18 Years Lets Anyone Build and Sell AI-Powered Business Applications
Letter from AWS re:Invent: What Contact Center Leaders Actually Said About Deploying Agentic AI
No Second Chances: Customers Don’t Forgive AI Like They Forgive Humans
IBM Acquires Confluent at $11BN to Boost Real-Time Data Accessibility
CRM & Customer Data Management
Big CX News from Salesforce, AWS, Coupang & IBM
How Tui Transformed Customer Experience with Connected Data
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?
