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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
Cisco Makes Its AI Assistant Available on the Webex Contact Center, Integrates an AI Agent
67 Thought-Provoking Customer Service Quotes
Meeting Gen Z Expectations: Why Physical Mail is Losing Relevance
Avaya Is Making a “Significant Portion” of Its UK Staff Redundant, Sources
CRM & Customer Data Management
Sprinklr Slashes 15% of Staff, But Keeps Hiring in “Prioritized Areas”
Big CX News from Zoho, Google, Cisco, & Salesforce
Genesys Aims to Solve the Contact Center AI Pricing Dilemma with Tokenization
CallTower Expands Global Communications with Inoria Partnership
From Burnout to Point of Pride: Calabrio Study Reveals Shift in Contact Center Agent Experience
Teleperformance Contact Center Staff In Revolt: “We’re Not Allowed to Use the Bathroom!”
Microsoft Sees “Rapid Growth” in CCaaS, Credits Its Reputation for GenAI Innovation
Five9 Unveils Its New Brand Identity, Ushers the Future of AI-Human Collaboration
Case Study: Car Finance Broker Accelerates Growth with Contact Center Platform Improvements
10 Customer Experience Leaders Share Their Most Valuable Lessons
Smarsh Acquires CallCabinet to “Transform” AI-Powered Voice Compliance in Customer Experience
Google Launches an AI Agent That Will Call Customer Service for You
CX Today’s 12 Trends of Christmas: Expert Predictions for 2026
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
