Latest Editorial News

AI & Automation in CX

SAP Shifts CX Strategy Toward Orchestrated, Outcome‑Driven AI Systems

Marketing & Sales Technology

5 Findings From 6sense’s BDR Report That Every Sales Leader Should See

AI & Automation in CX

HubSpot’s Customer Agent Hits 70% Resolution Rate in 12 Months

AI & Automation in CX

Future of CX: Part 6 – 4:47 PM — The Perfect Apology

Contact Center & Omnichannel​

NiCE’s $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race?

Service Management & Connectivity

Vonage’s 36-Hour SMS Outage Exposes a Single Point of Failure

Contact Center & Omnichannel​

What NiCE’s $670M HMRC Deal Really Tells Us About Enterprise CCaaS

AI & Automation in CX

IMF Warning on Claude Mythos Indicates AI Could Turn Financial CRM Into a Systemic Cyber Risk

AI & Automation in CX

Will AI Replace Your WEM Platform? ServiceNow’s President Says No

AI & Automation in CX

Your AI Agents Are Ready. Your Enterprise Probably Isn’t

Service Management & Connectivity

Coinbase Customers Left Hot Under the Collar After AWS Cloud Data Center Overheats, Disrupting Service

AI & Automation in CX

Why Most Enterprise Support Stacks Aren’t Ready for AI Agents

AI & Automation in CX

“Customers Are Willing To Pay for AI if It’s Good AI,” Says RingCentral

AI & Automation in CX

Intercom Wants to End the Support-to-Sales Handoff Problem

AI & Automation in CX

ServiceNow’s Heath Ramsey: The Gap in Agentic AI Is Governance

AI & Automation in CX

Big CX News from ServiceNow, Five9, Twilio & Microsoft