AI & Automation in CX
From Feedback to Financial Impact: The ROI of Unified Experience Management®
Salesforce Acquires Qualified to Expand its AI Automation Vision in Service Teams
End Costly QA Guesswork with Automated Evaluation
Security, Privacy & Compliance
Cisco Reveals Security and Safety Framework for Enterprise AI Readiness
Five9 Appoints New CEO to Lead AI-Driven Strategy
ServiceNow in Talks to Buy Armis for $7BN, in Next Phase of CX-Driven Cybersecurity Consolidation
CX TV
The Customer Journey Black Hole: How a Unified Platform Illuminates the Unseen
The 2026 CX Trends Every Enterprise Should Act On
Contact Center & Omnichannel
IKEA New Zealand Pauses Customer Support as It Struggles With Launch Demand
Agentforce World Tour 2025: How Salesforce Is Solving Marketing’s 20-Year Personalization Problem
Customer Analytics & Intelligence
CCTV Eases Frontline Retail Stress While Wearables Can Backfire, QUT Study Finds
Odigo Snaps Up Akio to Build a “European Sovereign Alternative” to US CCaaS Giants
How AI Is Transforming Every Corner of the Contact Center From Agents to AI Agents
CX Trends 2025 Part 3: When AI Knows You Better Than You Know Yourself: Personalization Reaches Its Inflection Point
Capita’s Secret to Better CX? Prioritize Process First
Service Management & Connectivity
Freshworks Acquires FireHydrant to Target Incident Management Unification
The New Baseline: Consumers Use AI at Home. Why Are Your Chatbots Stuck in 2019?
CRM & Customer Data Management
ServiceNow Completes Moveworks Acquisition, Cementing Its Agentic AI Ambitions
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?
