Service Resilience

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

Security, Privacy & Compliance

Massive Credential Leak Exposes 149 Million Stolen Logins for Gmail, Facebook, Netflix and More

AI & Automation in CX

Nationwide Selects AWS And Amazon Connect To Personalise CX For 17 Million Members

Contact Center & Omnichannel​

Modernising the Contact Center for Always-On Service: AI Promises, Human Reality

AI & Automation in CX

NiCE Launches Cognigy Simulator to Test and Scale AI Agents

AI & Automation in CX

Agentic AI Observability: Why Copilots Are Stalling and Agents Are Taking Over

Customer Engagement Platforms

Amazon Now’s 30-Minute Pledge Raises the Bar for Customer Service

Security, Privacy & Compliance

AWS Expands PCI DSS Compliance to New Services and Regions

AI & Automation in CX

The Silent Spiral: When Monitoring Systems Miss What Matters Most

Security, Privacy & Compliance

What Monzo’s Outage Says About Resilience as a Customer Experience Issue

AI & Automation in CX

Human & AI Workforce Management: The New Staffing Crisis