Julie Tano-Lawson

Security, Privacy & Compliance

IBM and Red Hat Move Project Lightwell to Commercial Launch, Warning AI Security Risks are a “Wake Up Call” for CX Leaders

Community & Social Engagement

Gartner Magic Quadrant for Social Media Management and Listening 2026: The Rundown 

Contact Center & Omnichannel​

Always‑On Without Always‑Burned‑Out: The Human Cost of AI‑Led CX

Contact Center & Omnichannel​

AI Can Make Service Faster, But Can It Make It Feel More Human?

Customer Engagement & Journey Orchestration

Beyond the “New New”: The Enduring Pragmatism of PegaWorld 2026

Security, Privacy & Compliance

The Impersonation Crisis in Social CX: How Fake Accounts and AI Clones Are Exploiting Customer Trust