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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
Five9 CEO to Retire, Seeks an AI Innovator as His Replacement
Big CX News from NiCE, OpenAI, Five9, & Microsoft
Salesforce & ServiceNow Invest $1.5BN in Genesys
Your Next Customers Will Be AI. Are You Ready?
Verizon Vows to Set “a New Standard” for Customer Service, Sets Out Its Plan
First Contact Center Solution Certified for Microsoft Teams’ New Integration Model
How AI Is Revolutionizing Modern Contact Centers
Why Contact Center Technology Decisions Go Wrong and How to Get Them Right
Five9 Lays Off Three Senior Execs with Broader Jobs Cuts to Come, Sources
Mastering the CX Trifecta: Satisfaction, AI, and Scale
Why CX Leaders Are Tired of AI That Doesn’t Work
NiCE to Acquire Cognigy for $995MN, Wants to “Set a New Standard” for AI in Customer Experience
Big CX News from SAP, ServiceNow, OpenAI & Zoom
Vodafone’s New “Just Ask Once” Feature Is a Step Toward Single-Channel Customer Service
Customer Analytics & Intelligence
What Is Conversation Intelligence Software? A Strategic Guide for Modern Enterprises
NiCE CEO: “We’re Not Just Partners; We’re Co-Building with AWS, ServiceNow & Snowflake”
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
