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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
Huawei’s New AICC Voice Agents Target The Metric That Matters: Resolution
The New Rules of CX Tech: CMP Research and Datamark’s Blueprint for Tomorrow
Burger King Uses AI to Score “Friendliness” at the Drive-Thru
Santander And Mastercard Put AI Agents Into Payments, The Next CX Friction Fight
Big CX News from Zoom, ServiceNow, Salesforce, RingCentral & Openai
CX Dominates G2’s Agentic AI List, Makes up 6 of Top 10
Woolworths “Angry Mother” AI Chatbot Sparks Concerns Over Misleading Responses
ServiceNow Launches AI That Resolves Tickets 99% Faster Than Human Agents
Lost in Translation: Why Your Chatbot Might Be Misleading Customers
WPP and Adobe Expand AI Partnership Aims to Transform Marketing Operations
Tool Sprawl Is Killing Your AI Strategy – Here’s the Fix
Zoom Launches Virtual Agent 3.0 to Fix Chatbot’s Broken Promise
The Digital-First Myth: Why Your Customers Still Want to Talk
OpenAI’s Consulting Play, CX Leaders Might Get Sidelined
Traditional Research Is Out: Could This Be The Last Year We Use Search Engines?
How CX Leaders Can Turn Insights into Measurable Business Outcomes
Is the U.K. Losing the AI Agent Race? The Deployment Gap Leaders Need to Close
Keep Your Contact Center AI Stack Flexible Without Vendor Lock In
Supporting Human CX Agents In An AI Era
Why Non-Linear CX Needs Emotionally Aware AI
Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
