Home → Dual (both)
Contact Center & Omnichannel
ServiceNow Hasn’t Cut Its Customer Service Headcount, Despite Deflecting 75% of Cases
Big CX News from Verint, Accenture, Google & Avaya
Google Is Building AI Mode Agents to Automate Customer Support Tasks
CRM & Customer Data Management
Over a Million Records Stolen in Latest CRM Breach After Google & Workday Incidents
Big CX News from Microsoft, Salesforce, Lenovo & Zoom
Microsoft Steps Toward “Fully Autonomous Contact Centers” with a New-Look AI Agent
Lenovo’s Customer Service AI Chatbot Got Tricked Into Revealing Sensitive Information. Here’s How.
Can You Hear Me Clearly? Why Audio Quality Is a Compliance Risk
The Future of Agentic AI: What’s Next for Contact Centers
A Customer Service AI Agent Spits Out Complete Salesforce Records in an Attack by Security Researchers
What Is Pulse 360? An Introduction to the Cyara CX Assurance Engine
A Scammer Hijacks United Airlines’ Customer Support Line, Costing the Victim $17k
Customer Analytics & Intelligence
Zoom Expands the Scope of AI in Customer Service with a New Virtual Agent Use Case
Big CX News from Microsoft, Salesforce, Cisco & NiCE
AWS & Google Have Left the Voice Biometrics Market, Microsoft Is Retreating: Why?
Cisco Confirms Two $1BN+ Megadeals, Including Webex
