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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
BT Touts Record Customer Satisfaction from Business Transformation as Salesforce Finds AI Agents Improve CX
Kore.ai Makes Its Third Wave Play, Multi-Agent Orchestration For CX
Informatica from Salesforce Goes Headless Across Google Cloud, Snowflake, and Databricks
Nvidia’s Earnings Prove Agentic AI Is Now An EX And CX Weapon
Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
AI Handoffs Are Breaking Trust, Concentrix Warns
Is AI Breaking Down the Walls Between CC and UC? 8×8 Thinks So
Salesforce Expands London AI Campus as Agentforce Adoption Moves “Beyond Pilots”
Retail AI Readiness: Why “Quick Wins” Fail Without Service Foundations
Did Microsoft Just Turn WFM Into the Contact Center’s AI Budget Desk?
Qualtrics Closes $6.75BN Press Ganey Forsta Acquisition to Expand AI-Powered XM in Healthcare and Beyond
Zendesk Declares the Chatbot Era Dead, Unveils Autonomous Service Workforce
From UI to Headless: Why Natural Language Is Becoming the CX Interface
From Inbox Chaos To Journey Control: Inside Vantage Towers’ ServiceNow AI Shift
6 Questions to Ask Your AI Vendor Before You Commit
Big CX News from Vonage, Claude, Fin (Intercom) & Cisco
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
Not Building Trust Before AI Agents Is a Mistake
Why Your Brand Is Invisible in AI Search and What Marketers Must Fix
