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AI & Automation in CX
Salesforce Panel Highlights Cautious Public Sector AI Adoption in Frontline Use Cases
AI Is Everywhere in CX, So Why Don’t Agents Trust it Yet?
Why Non-Linear CX Needs Emotionally Aware AI
Big CX News from Zendesk, Qualtrics, 8×8 & Sprinklr
Assembled Brings MCP to WFM as Contact Centers “Rewire” Around AI
BT Touts Record Customer Satisfaction from Business Transformation as Salesforce Finds AI Agents Improve CX
CRM & Customer Data Management
Why Does Customer Experience Have an Operating Model Problem?
Kore.ai Makes Its Third Wave Play, Multi-Agent Orchestration For CX
Informatica from Salesforce Goes Headless Across Google Cloud, Snowflake, and Databricks
Nvidia’s Earnings Prove Agentic AI Is Now An EX And CX Weapon
Marketing & Sales Technology
69% of Buyers Rely on Reps to Validate AI – The Paradoxical State of Sales Technology
Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
AI Handoffs Are Breaking Trust, Concentrix Warns
Is AI Breaking Down the Walls Between CC and UC? 8×8 Thinks So
Salesforce Expands London AI Campus as Agentforce Adoption Moves “Beyond Pilots”
Customer Analytics & Intelligence
The Curious Psychology of Queues and the AI Quietly Trying to Calm Us Down
