Latest Editorial News

Community & Social Engagement

Brand Awareness Is Overrated, Sprinklr Social Index Finds

AI & Automation in CX

Did Microsoft Just Turn WFM Into the Contact Center’s AI Budget Desk?

CRM & Customer Data Management

Turning CRM Data Into Action: A Practical Playbook for CX Leaders

AI & Automation in CX

Qualtrics Closes $6.75BN Press Ganey Forsta Acquisition to Expand AI-Powered XM in Healthcare and Beyond

AI & Automation in CX

Zendesk Declares the Chatbot Era Dead, Unveils Autonomous Service Workforce

CRM & Customer Data Management

Salesforce and IBM Build Unified Customer Journey Platform for AusNet

AI & Automation in CX

From UI to Headless: Why Natural Language Is Becoming the CX Interface

Workforce Engagement Management

Is Cisco Losing Interest in Workforce Engagement?

AI & Automation in CX

From Inbox Chaos To Journey Control: Inside Vantage Towers’ ServiceNow AI Shift

Security, Privacy & Compliance

Dutch Parliament to Debate Cybersecurity as Regulator Warns Business Defenses Are “Too Low”

Customer Engagement & Journey Orchestration

Rising Airline Prices Amid Iran War Turns CX into a Strategic Battleground

Workforce Engagement Management

The Missing Link in AI Adoption? PwC’s Gamification Strategy

AI & Automation in CX

Big CX News from Vonage, Claude, Fin (Intercom) & Cisco

Security, Privacy & Compliance

CX Leaders Can’t Ignore This Agentic AI Lesson From the Pocket OS Outage

AI & Automation in CX

Customer Journey Orchestration Is Becoming a Security System, Whether You Planned It or Not

Contact Center & Omnichannel​

AWS and TTEC Collaborate to Accelerate AI-Powered Contact Center Modernization