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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 & Omnichannel
Atlassian Follows Salesforce’s Lead, Slashes Customer Support Roles
From Threat to Teammate: How AI is Winning Agent Trust
Genesys Deepens Its ServiceNow Partnership, Releases New Agentic AI & Orchestration Capabilities
Why Legacy CCaaS Pricing Is Broken and What’s Next
Krisp Asks Court to Toss Sanas Claims, Launches Countersuit
NiCE Closes Cognigy Acquisition to “Redefine the Future” of CX
CRM & Customer Data Management
Big CX News from Salesforce, ServiceNow, HubSpot & Microsoft
Microsoft Completes a Big Move to Converge CCaaS and UCaaS
Who Leads the CCaaS Space in 2025?
Salesforce CEO Pressed on Cutting 4,000 Customer Support Reps
Why Services and Support Are the Real Differentiators in Today’s CX Landscape
Why AI Buying Takes Too Long – and How to Speed It Up
Klarna Redeploys Staff to Customer Service, Pulls From Marketing, Engineering, and Legal Teams
AI That Actually Works: Lessons from Two Contact Centers Winning with Tech
Beyond the Hype: How Practical AI Drives Real ROI in the Contact Center
How to Choose the Best CCaaS Provider in 2025
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
The Flight Simulator for Agentic AI: Navigating Observability in Amazon Connect
Amazon Connect Removes the Fear of AI deployment for Contact Center Leaders
