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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
AWS Offers a 60-Day Free Trial of Amazon Connect Contact Lens
Workforce Engagement Management
An Awesome Contact Center QA Strategy: What Does It Look Like?
Apple Bails on Auto-Summarizations: Should Contact Centers Too?
5 Disruptive Use Cases for AI in Customer Experience
AI’s Evolving Role in the Contact Center
Microsoft Claims Customer Service Is “Broken”, Offers a Free Trial of Its Contact Center Platform
23 Empathy Statements for Customer Service (and When to Use Them!)
Generative AI in Customer Experience: The 11 Most Implemented Use Cases
Contact Center AI: The Story So Far, and What Comes Next?
Verint Confirms It Quietly Acquired Four AI Providers in 2024
Zoom Empowers Contact Center Agents with Dynamics Guides & Suggested Answers
Green CX: Why It Should Be on Your 2025 Agenda
Big CX News from Microsoft, Salesforce, HubSpot, & Avaya
The Avaya Layoffs Spread, Leaving Some Regions Thread Bare
Microsoft Beckons the Self-Learning Contact Center with Its Upcoming AI Agents
Will Google Make Its Big Contact Center Move in 2025?
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
