Agent Productivity

Contact Center & Omnichannel​

Why Bad AI Is Costing You Customers in 2026

AI & Automation in CX

Your Contact Center AI Isn’t Failing – Your Deployment Is

AI & Automation in CX

Will AI Replace Your WEM Platform? ServiceNow’s President Says No

Customer Analytics & Intelligence

The Customer Analytics & Intelligence Adoption Gap: Why ‘AI QA’ Looks Strong in Reports but Weak on the Floor

AI & Automation in CX

AI Automation ROI: The Hidden Costs Enterprises Miss

Workforce Engagement Management

Your WEM Strategy Isn’t Improving Engagement. It’s Teaching Agents How to Game the System

Customer Engagement Platforms

Twilio Evolves From CPaaS Origins With Next‑Gen Customer Engagement Platform

AI & Automation in CX

The Deflection Trap: Why Routing Metrics Don’t Equal Resolution

Contact Center & Omnichannel​

Future of CX: Part 5 – 3:05 PM — The Layoff Dashboard

AI & Automation in CX

From Chatbot to Full Multimodal: A Practical CX Roadmap

Workforce Engagement Management

The Spreadsheet Problem Hiding Inside Your Workforce Strategy

Customer Analytics & Intelligence

Containment Metrics Are Killing Customer Trust, Says Amazon Connect

Security, Privacy & Compliance

Insurance CX Is Losing Customers at the Worst Possible Moment: Payment

Customer Analytics & Intelligence

Choosing a CX Analytics Platform? Avoid These Costly Mistakes

Service Management & Connectivity

How to Choose the Right Observability Platform for CX

AI & Automation in CX

SoundHound’s LivePerson Deal Targets the Biggest Omnichannel CX Gap