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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
ServiceNow’s Autonomous CRM Pitch: From Intent To Fulfillment, Not Another CRM UI
8×8 Updates CX Platform to Tackle the Bottlenecks Stalling AI Deployments
SAP Moves Beyond LLMs with Prior Labs Tabular AI Acquisition
ServiceNow Moves to Govern Every AI Agent in the Enterprise
Shadow AI Is the New Shadow IT – And Boards Are Already Behind
ServiceNow Unveils Agentic AI to Replace Manual CRM
Google Confirms 800% AI Agent Revenue Growth
HubSpot Prepares to Hand the CRM Keys to AI Agents
The Deflection Trap: Why Routing Metrics Don’t Equal Resolution
AWS Delivers Its Fastest Growth in 15 Quarters, CEO Announces
Build or Buy AI Agents? CX Leaders Face a Call, Says 8×8
Talkdesk Calls Out the AI Hype Machine – And Offers a Way Out
Your AI Strategy Isn’t Failing: It’s Scaling Bad Decisions Faster Than Humans Ever Could
Why Retail Leaders Are Ditching Scripted Chatbots for Agentic AI
Microsoft and OpenAI Move Beyond Exclusivity in Next Phase of AI Partnership
Meta AI Business Assistant Cuts Advertiser Issue Resolution Time by 20%
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
AI Handoffs Are Breaking Trust, Concentrix Warns
