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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
Dialpad Launches an Agentic AI Platform, Calling It a ‘World First’ for Customer Service
Zendesk Unveils Major AI Push – Voice, Admin Co-Pilot, and HyperArc Take Center Stage
Avaya Lays Off 30% of Staff at Key India Hub, Reports
Event News
Inside WebexOne 2025: Cisco’s Big CX and AI Announcements Explained
Oracle’s Role-Based AI Agents Promise to Boost Revenue
Salesforce Launches Agentforce Service, Claims “Era of Reactive Customer Support is Over”
Customers Shouldn’t Have to Fight for Help. Here’s a Better Approach
BT and Infobip Aim to Unify the Contact Center Space
Workforce Engagement Management
Explainer: What Workforce Engagement Management Is
The Latest BIG News from Cisco, Salesforce & Accenture
Ryan Reynolds at WebexOne 2025: Hollywood, Business, and CX with a Side of Sarcasm
Connected Intelligence and the End of the Drudge Work, Says Nate Brown
The Data Privacy Gap: PwC on Why Brands Are Misreading Customers and How To Fix It
The New Considerations for Contact Center Security & Compliance
Why the Future of AI in CX Depends on Leaders Who Can Say ‘No’
No More Boxes: Webex’s Open Approach to Customer Experience Integration
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
