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Customer Analytics & Intelligence
Containment Metrics Are Killing Customer Trust, Says Amazon Connect
AI & Automation in CX
How CX Leaders Can Turn Insights into Measurable Business Outcomes
Contact Center & Omnichannel
The Latest BIG News from Salesforce, Microsoft, HubSpot & Pegasystems
Sprinklr Adds 70 CCaaS Features, Boosts Its Knowledge, Workforce, & Case Management Capabilities
Balancing Human & AI Contact Center Agents: Lessons from JetBlue
The Latest BIG News from Cisco, Salesforce, NICE & Genesys
Puzzel Agrees to Acquire AI Insights Specialist Capturi
Forrester Report Predicts GenAI Will “Displace 100,000” Agents
Mitel Launches GenAI-Powered Speech Analytics Platform
Big CX News from AWS, Salesforce, Zoom, Zendesk & Oracle
AWS Revamps Amazon Q in Connect, Offers More Personalized Agent Assistance
Brands Must Embrace Voice Tech or Get Left Behind, Report Says
The Forrester Wave for Customer Data Platforms 2024: Top Takeaways
SAP’s $1.5BN Acquisition of WalkMe: 3 Hot Takes
Twilio Taps OpenAI’s Realtime API, Expands Its Conversational AI Capabilities
Nuance to Stop Supporting On-Premise Contact Centers: Now What?
Meta Goes All In on Virtual Agents with Embedded Ads & Celebrity Voices
Salesforce Agrees a $430MN Deal for Zoomin, the Knowledge Unification Company
Retail CX Is Up, But Consistency Is the Real Battleground
Reinvent Your Value Proposition Or Lose Customers, Bain Warns
Roundtable Discussion: Your Data Is Lying to You – And Your AI Is Making It Worse
From Announcements to Actual Conversations: Infobip’s Blueprint for CX That Sticks
CX Today’s 12 Trends of Christmas: Expert Predictions for 2026
