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AI & Automation in CX
The Inversion: When AI Calls the Contact Center – And Why CX Leaders Keep Gasping
Who’s Really Calling? The Rise of AI Customers
The AI Bill Comes Due: Will Costs Derail CX Innovation in 2026?
Modernising the Contact Center for Always On CX: What KPMG’s Global Leaders Are Getting Right
SAP Says Two-Thirds of Deals Now Include Business AI
Agentic AI Is Cracking – And CX Leaders Are Paying the Price
What Kore.ai’s Fresh Capital Tells CX Leaders About the Future of AI
What Amazon’s Leaked Layoff Email Reveals About CX Priorities
Free UK AI Training Gives CX Leaders a Rare Skills Advantage
Why Google’s Eavesdropping Settlement Should Worry CX Leaders
UK Government Partners with Anthropic to Launch AI-Powered Assistant
Cisco’s 360 Partner Program Confirms What AI in CX Really Needs to Scale
Salesforce Targets Agent Sprawl Increase in Latest MuleSoft Expansion
If Your AI Is Failing, It’s Probably a Human Problem
Nationwide Selects AWS And Amazon Connect To Personalise CX For 17 Million Members
A Google Calendar Invite, a Hidden Prompt, and a New Kind of AI Security Problem
NiCE Launches Cognigy Simulator to Test and Scale AI Agents
Agentic AI Observability: Why Copilots Are Stalling and Agents Are Taking Over
Are AI Layoffs Breaking Customer Experience?
CX Today’s 12 Trends of Christmas: Expert Predictions for 2026
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
