AI & Automation in CX
Enterprise Connect 2026 Reflections: From Hype to Hard Questions
Customer Analytics & Intelligence
Gartner Magic Quadrant for Voice of the Customer (VoC) Platforms 2026: The Rundown
Zendesk Moves to Acquire Forethought, Expand Agentic Service Capabilities
Why Sun River Health Fixed Employee Friction Before Fixing Patient Experience
Contact Center & Omnichannel
From CRM Brain to CX Engine: Salesforce’s Bold Agentforce Contact Center Bet
CCW Europe research finds Omnichannel Is Stalling, And AI Isn’t Saving It… Yet
AI Hype vs Customer Reality: The State of CX in 2026
Big CX News from Salesforce, Zendesk, NiCE & AWS
60-70% of Your Contact Center Calls Could Already Be Handled by AI. So Why Aren’t They?
Human-First AI: Why SMBs Should Rebalance, Not Replace
