Juanita Coley

AI & Automation in CX

Letter from AWS re:Invent: What Contact Center Leaders Actually Said About Deploying Agentic AI

AI & Automation in CX

No Second Chances: Customers Don’t Forgive AI Like They Forgive Humans

AI & Automation in CX

IBM Acquires Confluent at $11BN to Boost Real-Time Data Accessibility

Security, Privacy & Compliance

Customers Abandon South Korea’s Amazon, Coupang, After Apology Fiasco Follows Massive Data Breach

CRM & Customer Data Management

2025 CX Trends Part 2: AI’s Data Problem: Why 2026 Will Be the Year Organizations Stop Chasing Features and Start Fixing Infrastructure

AI & Automation in CX

IBM and Riyadh Air Collaborate to Launch AI Native Customer Travel Services