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AI & Automation in CX
Why AI Pilots Stall in B2B Tech: The Foundations Leaders Underestimate
Two Lanes, One Outcome: Designing Dual Paths for Humans and AI
Salesforce’s AI Agents Are Now Outworking Its Human Support Teams
Sam Altman Softens Stance on AI Replacing Jobs, Says Some Human Work Will Endure
CommBank Tests AI Banking App Companion Backed by $1BN Security Investment
Fujitsu and Anthropic Put Human-in-the-Loop CX on Notice
Why AI Agents Must Be Proven Before They Are Deployed
Anthropic’s “Mythos-Class” Release Plans Should Put CX Leaders on Alert as Security Risks Accelerate
Kustomer Pushes Outcome-Driven AI as CX Leaders Demand Proof
Keep Your Contact Center AI Stack Flexible Without Vendor Lock In
Zoom Is Turning CX Into A Revenue Engine, Should Legacy CCaaS Be Worried
Supporting Human CX Agents In An AI Era
Salesforce Panel Highlights Cautious Public Sector AI Adoption in Frontline Use Cases
AI Is Speeding Up Support, But Is It Speeding Up Customer Anger Too?
AI Is Everywhere in CX, So Why Don’t Agents Trust it Yet?
Why Non-Linear CX Needs Emotionally Aware AI
Big CX News from Zendesk, Qualtrics, 8×8 & Sprinklr
Assembled Brings MCP to WFM as Contact Centers “Rewire” Around AI
Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
AI Handoffs Are Breaking Trust, Concentrix Warns
Not Building Trust Before AI Agents Is a Mistake
Why Your Brand Is Invisible in AI Search and What Marketers Must Fix
Why Most Enterprise Support Stacks Aren’t Ready for AI Agents
