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AI & Automation in CX
Salesforce’s Biggest Platform Expansion in 18 Years Lets Anyone Build and Sell AI-Powered Business Applications
From 600 Complaints to 40: How Simplyhealth used Agentforce to Transform CX with AI
Security, Privacy & Compliance
ServiceNow to Modernize Canada’s Public Sector with AI Deployment Services in $100MN Investment
No Second Chances: Customers Don’t Forgive AI Like They Forgive Humans
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
Laying the Building Blocks for Scalable AI and Automation in CX
Why ‘Good Enough’ Generative AI Isn’t Good Enough for Enterprise CX
AI-First CX: How Startups Are Outpacing Legacy Vendors in the Agentic Era
Fintech Feud Erupts After Rabois’ “Chinese Backdoor” Jab at Airwallex, CEO Zhang Fires Back
A 2025 Review: The 5 Trends Every Head of CX Needs To Know
Journey Orchestration Governance and Design: Making Orchestration Sustainable
Microsoft Steps Up Efforts to Support European Customers’ Data Sovereignty
Amazon Connect Delivers “Superhuman” Powers for Frontline Teams at AWS re:Invent
OpenAI Discloses Mixpanel Hack, Highlighting Risks in Third-Party Data Security
The Gen AI Reality Check Hitting Contact Centers Hard
