Latest Editorial News

AI & Automation in CX

Meta AI Business Assistant Cuts Advertiser Issue Resolution Time by 20%

Contact Center & Omnichannel​

Future of CX: Part 5 – 3:05 PM — The Layoff Dashboard

CRM & Customer Data Management

The Identity Backbone of Always‑On CX: Why CRM and CDPs Are the Real Resilience Layer

Security, Privacy & Compliance

Regal CEO says “The AI Regulation Patchwork Is Holding Innovation Back”

CRM & Customer Data Management

Salesforce Aims to Close the CX Gap by Letting AI Agents Run Operations

AI & Automation in CX

WhatsApp Is Becoming a Contact Center – Meta’s Numbers Prove It

Contact Center & Omnichannel​

Why “Chatbot Walls” Kill Trust in Travel CX, Concentrix Explains

AI & Automation in CX

Microsoft Q3 2026 Earnings: The Autonomous CX Era Arrives

AI & Automation in CX

Microsoft Confirms the Per-Seat Model Is Losing Ground in Customer Service

Security, Privacy & Compliance

Claude-Powered Cursor AI Agent Deletes an Entire Company Database in 9 Seconds—Is Your Customer Data Secure?

Customer Engagement & Journey Orchestration

What Liverpool FC’s SAS Partnership Tells Us About AI-Powered Fan Engagement

Security, Privacy & Compliance

Your AI Agents Are Already Inside Your Contact Center – Do You Know What They’re Doing?

Workforce Engagement Management

The AI Layoffs Debate is Far From Over: Salesforce and Gartner Challenge Job Loss Narratives

AI & Automation in CX

Amazon Connect Is Now Amazon Connect Customer – The Name Change Is Only Part of the Story

AI & Automation in CX

Forrester Puts Its Research Inside Microsoft Copilot, But Can It Stay Vendor-Neutral?

Workforce Engagement Management

The Spreadsheet Problem Hiding Inside Your Workforce Strategy