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Contact CenterinterviewAverage Handle Time Rose and Nobody Complained. Why?9 Nov 2026CX AIinterviewBeyond Customer Support: How CX Can Drive Engagement and Retention9 Nov 2026Agent ExperienceinterviewYour Restaurant Managers Are the Key to Guest Retention6 Nov 2026CRM & DatanewsBuyers Face the Customer Data Challenge Behind CRM's AI Race8hCX AIinterviewWhat Businesses Must Fix Before AI Agents Do the Shopping3hRevenue TechinterviewHow Sales AI Can Capture Value From In-Person Meetings5 Nov 2026Journey OrchestrationnewsCX Platforms Push AI Closer to Enterprise Execution2h
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Contact Center · 9 Nov 2026Average Handle Time Rose and Nobody Complained. Why?
As AI takes the simple requests, advisors are left with longer, higher-value conversations. Cresta’s Devon Mychal explains why handle time is losing its grip as the measure of success, and how one customer cut inbound volume by two-thirds while its NPS rose 50 points.
CX AI · 9 Nov 2026Beyond Customer Support: How CX Can Drive Engagement and Retention
Support teams are often measured on tickets closed, yet Mindvalley's Li Shin Tan sees every conversation as an early warning on churn. She explains how AI and analysis turn support data into real product fixes, and why trust must limit AI-led retention.
CRM & Data · 7 Nov 2026AI Can Build the Dashboard But Does Your Business Understand Its Data
Businesses investing in AI-powered analytics may be overlooking the fundamental challenge around collating the data those tools need to deliver useful answers. Connecting fragmented systems and establishing consistent metrics can help businesses turn customer data into better decision-making.
Journey Orchestration · 6 Nov 2026Why Customer Feedback Still Fails to Fix the Journey
Brands collect more customer feedback and behavioral data than ever, yet customers still encounter disjointed journeys. Nissan’s Coralie Musy explains why the answer is not more insight, but one view of the journey, clearer ownership, and action that customers can see.
Contact Center · 6 Nov 2026Microsoft Ignite 2026: 7 Questions for CX Leaders
Rob Scott previews Microsoft Ignite 2026, where Microsoft must show how Dynamics 365 Contact Center, Contact Center Intelligence, voice agents, Agent 365, MCP, and consumption pricing fit together. The key question: can the strategy simplify enterprise CX, or add another layer of complexity?
Agent Experience · 6 Nov 2026Your Restaurant Managers Are the Key to Guest Retention
Guestologie's founder and CEO Ryan Volberg explains why loyal restaurant guests drift away after perfectly good meals, and why intentional, personal recognition in the dining room can protect loyalty better than discounts, rewards, emails or dashboards alone.
CX Trust · 6 Nov 2026Cyber Threats Spread Across Customer Data and Critical Infrastructure
A series of cyber incidents has exposed risks across customer-facing applications, financial services and critical infrastructure. From compromised business systems and a major crypto theft to attacks on refrigeration networks, the consequences reach beyond IT security to customer trust.
Revenue Tech · 5 Nov 2026How Sales AI Can Capture Value From In-Person Meetings
Sales AI cannot see the dinners, booths, and customer sites where deals are often won. Reevo's CEO David Zhu explains how instant capture can shorten sales cycles, how to handle recording consent, and why AI should take on the execution work, not the humans relationship.
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