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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
Google Tests New Innovation That Allows Customers to Skip Contact Center Queues
Court Orders Air Canada to Pay Out for Chatbot’s Bad Advice
Contact Center Business Continuity: How to Stay Ahead of the Curve
Winning Hearts and Smoothing Tempers: Expert Tips for Dealing with Irate Customers
Avaya’s Contact Center Solution Breathes Life into NHS Call Handling
Cisco Cuts 4,000+ Jobs Amid Revenue Slump
Blending Live and Virtual Agents: Here’s How Turo Did It (Successfully!)
Ex-Salesforce Co-CEO Launches AI Agent Startup
Anywhere365 Acquires Deepdesk to Elevate the Customer Experience
Contact Center Software: Why Resellers Can Look Forward to a Year of Opportunity
Genesys Layoffs Update: Less Than 1% of Employees Will Be Impacted
AI is Rapidly Transforming the Contact Center. Here’s How to Keep from Arriving Late to the Party
evaluagent Launches a New Platform for More Prescriptive Contact Center Quality Assurance
Listen Up, Contact Center Leaders! 5 Industry Experts Have Something to Tell You
Big CX News from Microsoft, Amazon, & Webex
Twilio, Vonage, GoTo… The Great CX CEO Exodus of 2024 Has Begun
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
