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AI & Automation in CX
Smarter Conversations: Defining the 2026 Landscape
How AI Speech Analytics Unlocks Hidden Value in Voice Calls
Customer Analytics & Intelligence
A CX Emergency: NICE and AT&T Team Up to Support Emergency Communications Centers
Contact Center & Omnichannel
Puzzel Boosts AI Capabilities with SupWiz Acquisition
Contact Center: How Being Data-Driven Can Boost Performance
RingCentral Returns to Double-Digit Revenue Growth, Enjoys a Surge In RingCX Bookings
Big CX News from Pega, Microsoft, Kore.ai, & Bird
UK Council Cuts Contact Center Opening Times, Sees CSAT Surge
Microsoft CEO: “We Will Save Hundreds of Millions with Contact Center GenAI”
Contact Center: How Feature-Rich Mobile Functionality Enhances Service and Efficiency
Leverage Bilingual or Multilingual Abilities for Superior Customer Service
CRM & Customer Data Management
Big CX News from NICE, Salesforce, Gamma & SAP
Update: Avaya Confirms Layoffs Will Impact 3% of Its Workforce
Gamma Rolls Up BrightCloud, Targets Enterprise CX Expansion
Vonage Boosts Voice Platform with AI-Powered SIP Capabilities
Rumors Circulate Over a NICE Takeover of Playvox
Japanese Bank SMBC Trialing Customer Service Digital Avatars in Contact Centers
UK Teenager Accused of Hacking Twilio, LastPass, & Mailchimp Arrested
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
