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last 7 days · news and interviews · ranked by popularity
Also this week10 more stories from the last 7 days
Contact CenternewsWhy Contact Center AI Now Needs an Evidence Layer5 Nov 2026CRM & DatainterviewAI Can Build the Dashboard But Does Your Business Understand Its Data7 Nov 2026Agent ExperiencenewsWhy Google, Cordial and Twilio are Pushing for Smarter Visibility3 Nov 2026Journey OrchestrationinterviewWhy Customer Feedback Still Fails to Fix the Journey6 Nov 2026CX TrustinterviewBuyers Need Cybersecurity Tools That Fix Problems, Not Just Flag Them4 Nov 2026Agent ExperienceinterviewYour Restaurant Managers Are the Key to Guest Retention6 Nov 2026CX AIinterviewBeyond Customer Support: How CX Can Drive Engagement and Retention11hCX AInewsFive9 Buys Level AI for $325MN to Take CX AI to the Next Level5hContact CenterinterviewAverage Handle Time Rose and Nobody Complained. Why?8hRevenue TechinterviewHow Sales AI Can Capture Value From In-Person Meetings5 Nov 2026
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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.
Contact Center · 5 Nov 2026Why Contact Center AI Now Needs an Evidence Layer
New research from IPI and Talkdesk, alongside a subtle AWS workflow update, points to a practical contact center issue: automation is moving faster than the evidence layer, handoff model, and operational controls many enterprises need to prove outcomes.
CRM & Data · 5 Nov 2026Can Salesforce Win the AI Front Door Inside Teams?
Salesforce says Agentforce Coworker usage has grown 21x in three months, with new access through Microsoft Teams and a $50 per user pricing option. Analysts Zeus Kerravala and Liz Miller see a pragmatic, predictable play, but customer impact remains unproven.
CX Intelligence · 5 Nov 2026The Experience Gap is Widening: Can AI Close it?
Qualtrics SVP for Core AI Mark Hammond explains why customer expectations are outpacing traditional CX programs, why generic AI lacks the context to resolve issues effectively, and how simulation and structured business data can support better in-the-moment decisions.
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