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AI & Automation in CX
Smarter Conversations: Defining the 2026 Landscape
How AI Speech Analytics Unlocks Hidden Value in Voice Calls
Contact Center Self-Service: When Bots, IVR & AI Agents Collaborate
Salesforce and Vonage Bring AI Voice Power to the Contact Center
Contact Center & Omnichannel
IKEA New Zealand Pauses Customer Support as It Struggles With Launch Demand
Odigo Snaps Up Akio to Build a “European Sovereign Alternative” to US CCaaS Giants
From AI Hype to Honest Advice: Why 8×8 Says the Next Phase of CX in 2026 Is About Outcomes
Why Talkdesk Says CCaaS Is Dead – And Why Customer Experience Automation Is Next
The BPO Wake-Up Call: A Complete Guide for CX Leaders
The 2026 CX Trends Every Enterprise Should Act On
Letter from AWS re:Invent: What Contact Center Leaders Actually Said About Deploying Agentic AI
IBM Acquires Confluent at $11BN to Boost Real-Time Data Accessibility
AWS and Zendesk Unite to Modernize Outdated Contact Center Stacks
Why CX Teams Still Aren’t Ready for Machine Customers
Why Wall Street is Suddenly Nervous About Your Contact Center Vendor
Amazon Connect: Turning the “Sorry about that” Department into the “You might like this” Department
UJET Acquires Spiral: Rewriting the CX AI Rulebook
Can Sprinklr’s Bear Hug Stop Revenue Slide in 2025?
The Flight Simulator for Agentic AI: Navigating Observability in Amazon Connect
Amazon Connect Removes the Fear of AI deployment for Contact Center Leaders
AWS re:Invent: You Don’t Have to Choose Between Human and Agentic
Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
CX TV
The Truth About CCaaS Migrations
