Agent Productivity

AI & Automation in CX

BT Touts Record Customer Satisfaction from Business Transformation as Salesforce Finds AI Agents Improve CX

Customer Engagement & Journey Orchestration

How to Build a Decision-Led Orchestration Engine That Adapts Faster Than Customers Change

Workforce Engagement Management

How to Build a WEM System That Changes Agent Behavior

Contact Center & Omnichannel​

How to Use Immersive Channels to Reduce Resolution Time Instead of Extending It

CRM & Customer Data Management

Salesforce and IBM Build Unified Customer Journey Platform for AusNet

Contact Center & Omnichannel​

Empathy for Humans, APIs for AI: Why One CX Model No Longer Works

AI & Automation in CX

Anthropic Targets SMB AI Adoption Gap with Claude for Small Business

Contact Center & Omnichannel​

Why Bad AI Is Costing You Customers in 2026

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

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

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