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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
Eurostar’s Chatbot Goes Off the Rails, Security Firm Finds
Smarter Conversations: Defining the 2026 Landscape
How AI Speech Analytics Unlocks Hidden Value in Voice Calls
Contact Center Self-Service: When Bots, IVR & AI Agents Collaborate
How Not to Break Your Agent Assist Before It Even Launches
Stop Counting Minutes & Start Counting Money – The New AI Agent ROI
Salesforce and Vonage Bring AI Voice Power to the Contact Center
Big CX News from ServiceNow, Zoom, Cisco & IKEA
The AI Era CEO Exodus: Why Execs Are Stepping Down and What It Means for Customers
From Feedback to Financial Impact: The ROI of Unified Experience Management®
Salesforce Acquires Qualified to Expand its AI Automation Vision in Service Teams
End Costly QA Guesswork with Automated Evaluation
Five9 Appoints New CEO to Lead AI-Driven Strategy
Agentforce World Tour 2025: How Salesforce Is Solving Marketing’s 20-Year Personalization Problem
How AI Is Transforming Every Corner of the Contact Center From Agents to AI Agents
CX Trends 2025 Part 3: When AI Knows You Better Than You Know Yourself: Personalization Reaches Its Inflection Point
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
