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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
Passive Shopping is Dead: How Google’s New AI Agents Are Rewriting CX
Salesforce Puts Shared Context at the Center of Agentic Commerce
Human & AI Workforce Management: The New Staffing Crisis Nobody Knows They’re In
What Is KBA (Knowledge-Based Authentication)? And Why AI Just Broke It
Albertson’s Uses Google AI Search to Drive 10% Bigger Grocery Baskets
Salesforce’s New Playbook Suggests AI Isn’t a Tool. It’s a Teammate
Beyond AI-Enhanced: Are You Truly AI-Native Yet?
The Black Friday Nightmare: What Happens When AI Testing Fails
Microsoft Acquires Osmos to Advance Its Data Unification Strategy
Channel Convergence and the Death of Silos in the AI Era
Cognizant Acquires 3Cloud, Creating Microsoft Azure Powerhouse for Enterprise AI
Capgemini Reveals How Transparency and Connection Now Drive Consumer Loyalty
How to Navigate the CX Vendor Arms Race
Agent Assist Versus Virtual Agents: How to Design an AI Roadmap That Grows with Your Organization
The Rising Popularity of SMBs: Why Are Smaller Enterprises Gaining Traction in the CX Space?
Precision Over Hype: The Automation Metrics Boards Now Fear Missing
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
