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AI & Automation in CX
Why AI Agents Must Be Proven Before They Are Deployed
Contact Center & Omnichannel
Detect, Decide, Route: A Practical Blueprint for Dual-Lane CX
Salesforce’s AI Agents Are Now Outworking Its Human Support Teams
Customer Journey Mapping Broke in Omnichannel. Here’s What Replaces It
Your Omnichannel Strategy Isn’t Seamless. It’s Forcing Customers to Re-Explain Themselves at Scale
Avaya and avatarin Extend AI CX Into Physical Service Environments
Is Your Omnichannel Strategy Just Spreading the Same Broken Experience Across More Channels?
AI Is Everywhere in CX, So Why Don’t Agents Trust it Yet?
Big CX News from Zendesk, Qualtrics, 8×8 & Sprinklr
Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
Is AI Breaking Down the Walls Between CC and UC? 8×8 Thinks So
Zendesk Declares the Chatbot Era Dead, Unveils Autonomous Service Workforce
How to Use Immersive Channels to Reduce Resolution Time Instead of Extending It
Big CX News from Vonage, Claude, Fin (Intercom) & Cisco
AWS and TTEC Collaborate to Accelerate AI-Powered Contact Center Modernization
Cisco Cuts 4,000 Jobs – But is Webex Contact Center Safe?
Empathy for Humans, APIs for AI: Why One CX Model No Longer Works
Intercom Rebrands to Fin as AI Agent Becomes the Core Business
The Online vs Offline Divide: The Gap Retailers Keep Ignoring
NiCE’s $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race?
Is Agentforce Contact Center the Fix for CX Fragmentation, or a New Risk Layer?
Why “Chatbot Walls” Kill Trust in Travel CX, Concentrix Explains
Why CX Teams Can’t Afford to Ignore the Network Layer Any Longer
