Latest Editorial News

AI & Automation in CX

Salesforce’s AI Agents Are Now Outworking Its Human Support Teams

Contact Center & Omnichannel​

Customer Journey Mapping Broke in Omnichannel. Here’s What Replaces It

Customer Engagement & Journey Orchestration

Inside Brightcove Prism: How UX Consistency Became a CX Advantage

Contact Center & Omnichannel​

Avaya and avatarin Extend AI CX Into Physical Service Environments

AI & Automation in CX

Sam Altman Softens Stance on AI Replacing Jobs, Says Some Human Work Will Endure

Marketing & Sales Technology

Why Brand Trust Matters More When AI Makes the Purchases

AI & Automation in CX

CommBank Tests AI Banking App Companion Backed by $1BN Security Investment

Security, Privacy & Compliance

Are CVSS Scores Becoming an Obsolete Metric?

AI & Automation in CX

Fujitsu and Anthropic Put Human-in-the-Loop CX on Notice

AI & Automation in CX

Anthropic’s “Mythos-Class” Release Plans Should Put CX Leaders on Alert as Security Risks Accelerate

Marketing & Sales Technology

Vector Just Raised $10M to Augment Marketers, Not Replace Them

AI & Automation in CX

Kustomer Pushes Outcome-Driven AI as CX Leaders Demand Proof

Security, Privacy & Compliance

Financial Crime Failures Are Becoming a CX Crisis for Banks and Fintechs

Workforce Engagement Management

ServiceNow Ran Agentic AI on Itself. Here’s What Happened…

AI & Automation in CX

Zoom Is Turning CX Into A Revenue Engine, Should Legacy CCaaS Be Worried

AI & Automation in CX

Supporting Human CX Agents In An AI Era