The CX Modernization Sequence That Pays
Ask ten enterprise CX leaders what they're modernizing first, and you'll likely get ten different answers. Some are deep into AI pilots, others are finally c...
Rhys Fisher · 25 Jun 2026
Content Guru Warns CX Teams: Devices Are the Next Customers
Rhys Fisher speaks with Charles Miscampbell of Content Guru about machine customers, IoT, and how connected devices are reshaping CX strategy.
Rhys Fisher · 24 Jun 2026
How Fragmented Service Delivery Breaks Customer Journeys Even When Every System Works
Discover how service delivery fragmentation causes a customer journey breakdown and why a CX orchestration strategy is essential for success.
Sean Nolan · 19 Jun 2026
From Conversation to Case Action: Automating ServiceNow Workflows from Live Voice with Vonage
Rob Wilkinson speaks with Jonathan Kershaw, Director of Product Management at Vonage , about how live voice can bring real-time voice transcription and con...
Rob Wilkinson · 16 Jun 2026
Why Can’t You See CX Problems Until Customers Complain About Them?
Discover why system metrics fail and how a CX visibility strategy with real time customer monitoring improves service performance visibility.
Sean Nolan · 12 Jun 2026
Is AI-Powered Service Going to Be More Expensive?
New Gartner research suggests the total cost of AI in service and support may exceed the savings from headcount reductions.
Adrian Swinscoe · 12 Jun 2026
Inflight Wi-Fi Sucks vs Airline Food - Starlink Might Be Rewriting That Story With This Week's SpaceX IPO
Inflight WIFI is on the CX ascendancy. Here's which airlines have Starlink, what speeds to expect, and what it means for CX leaders.
Sean Nolan · 11 Jun 2026
Your CX Isn’t Failing in One Place. It’s Breaking in Chains You Can’t See
You don't have one CX problem, you have a service failure cascade waiting to happen. Here's how to stop it.
Rebekah Carter · 10 Jun 2026
TELUS Digital: Two Thirds Of Enterprises Are Deploying AI Without Safety Nets
New TELUS Digital research reveals that 68% of companies lack automated QA, creating an enterprise AI performance gap in the contact center.
Sean Nolan · 8 Jun 2026
Zoom: AI That Deflects Isn't Solving Your CX Problem
Zoom's Jodi Reuven argues that agentic AI, unified context, and the right metrics are what separate CX leaders from the rest.
Rhys Fisher · 5 Jun 2026
Inside Zendesk's Service Dividend in Action
Zendesk is automating 60% of Tier 1 and 2 enquiries and reinvesting the savings into higher-value service. Understanding 'service dividend'
Adrian Swinscoe · 5 Jun 2026
8x8 Launches Resolve to Reach the 70% of Workers Enterprise Tools Ignore
8x8's new Resolve platform delivers multi-channel critical alerts to frontline workers via SMS, WhatsApp, and voice.
Rhys Fisher · 4 Jun 2026
Your Customer Experience Isn’t Breaking - It’s Quietly Getting Worse Every Single Day
Discover why your service is quietly failing. Learn how customer experience monitoring stops gradual decline and protects your brand.
Sean Nolan · 4 Jun 2026
From Device Data to Workflow Automation: Lenovo and ServiceNow’s CX Stack Play
Lenovo explains how xIQ and ServiceNow connect device intelligence to workflow automation to reduce friction and support CX across the revtech stack.
Rob Wilkinson · 2 Jun 2026
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2026: The Rundown
Twilio and Infobip lead Gartner's 2026 Magic Quadrant for CPaaS, with Vonage returning to the Leaders quadrant and 3 vendors debuting
Rhys Fisher · 29 May 2026
Is Your Service Management Strategy Just Reacting Faster to Problems Instead of Preventing Them?
Discover why faster incident response fails and how a proactive CX service management strategy prevents issues before they impact customers.
Sean Nolan · 28 May 2026
How to Build a Connectivity Layer That Protects Customer Experience From System Fragility
Learn how a resilient CX connectivity architecture and service continuity strategy protect customer experience resilience during outages.
Sean Nolan · 21 May 2026
Why Does Your CX Break Only When Customers Need It Most?
Discover why CX systems fail at peak demand and how a customer experience uptime strategy protects service reliability when it matters most.
Sean Nolan · 14 May 2026
Why Does Your Network Look Healthy While Customer Experience Is Quietly Degrading?
Your network can look healthy while CX degrades. See how connectivity performance gaps and network latency impact customer interactions.
Sean Nolan · 12 May 2026
Your CX Outages Aren’t Incidents. They’re Slow Failures You’ve Already Normalized
CX performance degradation is slowly destroying your reputation. Stop ignoring the slow failures in your tech stack.
Rebekah Carter · 12 May 2026
Vonage's 36-Hour SMS Outage Exposes a Single Point of Failure
A data center fire knocked Vonage's SMS infrastructure offline for 36 hours. We break down what happened and how enterprises should respond.
Rhys Fisher · 11 May 2026
Your AI Agents Are Ready. Your Enterprise Probably Isn't
Kyndryl's Agentic Service Management framework targets the governance gap stopping enterprise AI from scaling beyond pilots.
Rhys Fisher · 11 May 2026
Coinbase Customers Left Hot Under the Collar After AWS Cloud Data Center Overheats, Disrupting Service
AWS outage disrupts Coinbase trading, highlighting how hyperscale cloud failures are increasingly translating into CX disruption.
Nicole Willing · 8 May 2026
NICE and ServiceNow Confirm “AI-first” CX Workflows are the New Norm
NiCE and ServiceNow confirm their joint CX solution—here’s what it unlocks for AI-first service workflows, routing, and resolution.
Alex Cole · 7 May 2026
Your Customer Experience Isn’t Failing - It’s Timing Out in Places You Don’t Monitor
Improve real time CX responsiveness by monitoring latency across integrations and key journeys instead of relying on uptime metrics alone.
Sean Nolan · 7 May 2026
Roundtable: Your Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know It
Three CX leaders get honest about why uptime metrics are masking the real resilience problem — and why deploying AI can make it worse.
Rhys Fisher · 6 May 2026
Your CX Isn’t Breaking Randomly - It’s Failing at the Exact Points You Can’t See
CX observability gaps make outages look random. Learn how service path visibility, end-to-end CX monitoring, and service dependency mapping.
Sean Nolan · 5 May 2026
How to Choose the Right Observability Platform for CX
Learn how to run a CX monitoring software comparison that tests diagnosability, correlation, and ITSM workflows to improve CX operations.
Sean Nolan · 28 Apr 2026
Why the Network Layer Is Now a CX Problem
AI voice agents are exposing latency gaps that legacy SIP systems can't handle. With the UK PSTN shutdown looming, CX teams must act now
Rhys Fisher · 27 Apr 2026
McDermott Says ServiceNow “Converts Chaos to Control” With Context-Driven Enterprise AI
ServiceNow reports AI-driven growth in Q1 as context, governance, and workflow scale boost enterprise adoption and revenue.
Francesca Roche · 23 Apr 2026
ServiceNow Knowledge 2026 Event Guide For CX Leaders
ServiceNow Knowledge 2026 in Las Vegas runs May 5-7. Here are the key CX sessions, speakers, and AI agent themes to plan your agenda.
Rob Wilkinson · 21 Apr 2026
Can You Prove Observability ROI Across Your CX Stack?
A buyer-ready framework to prove observability business value across the CX stack, linking detection and resolution improvements to ROI.
Sean Nolan · 21 Apr 2026
How Often Do Contact Centers Fail and What It Really Costs
Contact center reliability statistics reveal failures are frequent. Learn how downtime impacts revenue using CX infrastructure research.
Sean Nolan · 14 Apr 2026
Waiting for a Human: The Six Minute Gap in Service Connectivity
Explore how fragmented systems and automation delays are driving customer frustration and increasing time to human support.
Francesca Roche · 14 Apr 2026
CX Observability Explained: How to Monitor and Improve Modern Contact Center Performance
A plain-English guide to CX observability, contact center observability, and CX assurance, including what to monitor and how to implement it.
Sean Nolan · 10 Apr 2026
How to Build Resilient CX Infrastructure That Survives Outages
Don't wait until your next outage to check for CX infrastructure resilience. Do the groundwork now.
Rebekah Carter · 9 Apr 2026
Is Your CX Infrastructure Too Complex to Manage Effectively?
CX infrastructure trends can create risk. Learn how AI, observability, and stack sprawl are reshaping service management CX and ITSM trends.
Sean Nolan · 7 Apr 2026
Delta’s Amazon Leo Deal Signals Shift Toward Always-On Airline CX
Delta signs with Amazon Leo to deliver always-on connectivity, real-time personalization, and seamless customer experiences across flights.
Nicole Willing · 1 Apr 2026
What the Latest Service Management Research & Reports Reveal About CX Reliability
Explore the latest CX infrastructure research on outages, incident management, observability, and what analysts say about CX operations.
Sean Nolan · 30 Mar 2026
How To Prove the ROI of Your Service Management & Observability Platforms
Learn how to prove ITSM ROI and observability business value with baseline metrics, vendor evaluation tests, and executive-ready ROI framing.
Sean Nolan · 30 Mar 2026
The Connective Tissue of CX: Solving IT Fatigue with Interoperability
For years, enterprises have treated customer experience transformation as a technology problem. New platforms have promised richer engagement, more channels ...
Nicole Willing · 30 Mar 2026
How to Improve Contact Center Reliability: The Essential CX Service Management, Observability, and Connectivity Guide
Learn how CX operations teams use service management, observability, and connectivity to keep contact centers reliable.
Sean Nolan · 29 Mar 2026
What Are The Trends Making Enterprises Rethink Service Management For CX In 2026
Explore 5 service management CX trends for 2026, including CX observability, CX infrastructure monitoring, AI automation, and reliability.
Sean Nolan · 29 Mar 2026
Oracle Simphony Cloud Update Targets Fragmented Systems in Hospitality
Oracle updates Simphony Cloud with AI, mobile ordering, and unified tools to improve efficiency and deliver seamless customer experiences.
Francesca Roche · 19 Mar 2026
Oracle's TikTok Outages Expose the Hidden Risk in Your CX Platform
An Oracle cloud outage knocked TikTok offline for 10 hours. What CX leaders should learn about cloud resilience and protecting CX.
Rhys Fisher · 5 Mar 2026
Accenture to Acquire Ookla to Bring Network Data Deeper Into Enterprise CX
Accenture’s acquisition of Ookla reflects a broader CX shift, as network data becomes key for AI-driven experiences and fraud prevention.
Nicole Willing · 4 Mar 2026
Google Cloud and Nokia Simplify Mobile Network Access for Developers
Google Cloud integrates Nokia’s Network as Code to simplify developer access, automate network tasks, and enhance telecommunication CX.
Francesca Roche · 3 Mar 2026
No Plug-Ins, No Hassle: Payments Go Native in Zendesk
In the contact center world, integration isn’t just another box to tick; it’s becoming a competitive edge. As companies chase faster, frictionless experience...
Rhys Fisher · 2 Mar 2026
Secure Payments, Seamless Journeys for Travel and Hospitality Contact Centers
Travel and hospitality brands live and die by the booking moment. Whether a customer is reserving a room, upgrading a flight, or adding an in-resort excursio...
Nicole Willing · 26 Feb 2026
Virgin Media O2’s £2BN Netomnia Deal Takes Aim at BT’s Broadband Lead
Telefónica and Liberty Global plan to acquire altnet for £2BN, expanding network, customer base, and competitiveness against BT Openreach.
Francesca Roche · 3 Feb 2026
AO Modernises Network Infrastructure with HPE to Strengthen Customer Experience
AO has upgraded its legacy infrastructure with HPE AI-native networking to improve visibility, performance, and services across operations.
Francesca Roche · 28 Jan 2026
Voice AI is Booming - But Without CX Observability, It Will Break
The most critical requirement for scaling Voice AI in contact centers is implementing CX observability before deployment - not after failures occur. In our c...
Rob Scott · 28 Jan 2026
Defining a New Category: Why CX Observability Matters in Today's AI-Powered Contact Centers
Modern contact centers have become impossibly complex. Cloud platforms, Voice AI systems, IVRs, CRMs, telephony networks, and third-party APIs now work toget...
Rob Scott · 21 Jan 2026
The Silent Spiral: When Monitoring Systems Miss What Matters Most
Most CX leaders assume their monitoring systems will alert them when something goes wrong. But what happens when a failure is invisible to every dashboard de...
Rob Scott · 15 Jan 2026