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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
Salesforce Axes Search In Favor of Agentforce, Users Push Back
Anthropic Ramps Up Enterprise Push with Support Expansion and New AI Model
Why Omni-Data Is More Than Just the Next Contact Center Buzzword
Smarter Conversations, Healthier Outcomes: Valeris’ Webex Contact Center Story
Cisco Doubles Down on AI-Powered Contact Center at WebexOne 2025
ServiceNow Introduces AI Experience to Reshape Customer Service Workflows
ChatGPT Moves Into Commerce With Instant Checkout
Accenture Lays Off 11,000 Staff as Part of AI Reskilling Strategy
CCaaS Market Set to Triple by 2030 – But Who Will Bear The Crown?
SAP Previews AI-Powered Enhancements to CX Platform
AI Washing in CX: When Chatbots, Routing and Analytics Aren’t What They Seem
Microsoft’s New Marketplace Can Help Enterprises Improve Customer Experience
Explainer: Reducing Time To Resolution with CX Automation
Why Workforce Management Needs a Human Touch
The Latest BIG News from ISG, Thoma Bravo, Talkdesk, & Verint
Salesforce Launches MuleSoft Agent Fabric to Tackle ‘Agent Sprawl’ in Enterprise AI
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
