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AI & Automation in CX
Smarter Conversations: Defining the 2026 Landscape
How AI Speech Analytics Unlocks Hidden Value in Voice Calls
CRM & Customer Data Management
CEOs Are Leaving CX Companies: A Short-Term Trend or the New Normal?
Contact Center & Omnichannel
Genesys Innovates with Salesforce and ServiceNow, Leads a New Era of CCaaS-CRM Convergence
CX Outsourcing: Managing the Unmanaged Areas of Your Business
Customer Analytics & Intelligence
Afiniti Unveils New AI-Powered Avaya Integration
20 Contact Center AI Use Cases to Transform Agent and Customer Experiences
Contact Centers Are Expanding, and So Must Workforce Management
Big CX News from AWS, Zoom, Salesforce & SugarCRM
IBM and Adobe Combine to Help Businesses Maximize Their GenAI Offerings
Legacy Thinking and Process Don’t Work for AI-Powered CX
Zoom Enjoys a Surge In CCaaS Sales, Credits New Bundling Strategy
NICE Claims to Have the CCaaS Industry’s “Highest” Win Rate
Former Five9 CEO on GPT-4o: Hundreds of Millions In AI Agent R&D Just Became Obsolete
AWS and Korean Air Team Up to Build an “AI Contact Center”
Coveo Debuts GenAI Tools on Genesys Cloud and AppFoundry
Ownership Mentality: Fostering Accountability in Customer Service Culture
Big CX News from NICE,Genesys, Avaya & Vonage
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
