Service Resilience

AI & Automation in CX

Avaya Nexus Lays the Groundwork for AI in High-Stakes Contact Centers

Contact Center & Omnichannel​

U.S. Senators Investigate Social Security Agency Customer Service Disruption

AI & Automation in CX

Sprinklr’s Earnings Signal a Shift Toward AI-Native CX Platforms

Contact Center & Omnichannel​

From CRM Brain to CX Engine: Salesforce’s Bold Agentforce Contact Center Bet

CRM & Customer Data Management

Formula 1 and Salesforce Expand AI Partnership to Strengthen Digital Fan Engagement

Contact Center & Omnichannel​

Omnichannel Risk Check: Are You Adding Channels, or Adding Ways to Lose Trust?

Marketing & Sales Technology

Sales Automation Without Sales Alienation: A Strategic Guide for Enterprise Buyers

AI & Automation in CX

From Contact Center Containment to Experience: How AI Agents Can Solve Real Problems

Security, Privacy & Compliance

The California Transparency Act: What Does This Mean for CX?

AI & Automation in CX

AI Calling At Scale: What The Genspark-Twilio Deal Signals For CX Leaders

Contact Center & Omnichannel​

AWS and NTT DATA Expand Strategic Partnership to Scale Globally-Targeted AI-Driven Services

AI & Automation in CX

Modernising the Contact Center for Always On CX: What KPMG’s Global Leaders Are Getting Right

Security, Privacy & Compliance

SoftBank System Glitch Highlights Why Identity Is a CX Problem

Service Management & Connectivity

AO Modernises Network Infrastructure with HPE to Strengthen Customer Experience

Contact Center & Omnichannel​

Voice AI is Booming – But Without CX Observability, It Will Break

AI & Automation in CX

Why Google’s Eavesdropping Settlement Should Worry CX Leaders