IN FOCUS: OBSERVABILITY
AI & Automation in CX
The Flight Simulator for Agentic AI: Navigating Observability in Amazon Connect
Oracle Reports Faster AI Agent Rollouts in “Weeks, Not Years” but Investor Doubts Linger
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
CX TV
The Customer Journey Black Hole: How a Unified Platform Illuminates the Unseen
How Smart Automation Delivers Real Customer Support Cost Reduction
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?
