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AI & Automation in CX
Retail AI Readiness: Why “Quick Wins” Fail Without Service Foundations
Customer Analytics & Intelligence
Containment Metrics Are Killing Customer Trust, Says Amazon Connect
Why Deep Specialism Beats Generalist AI in CX
Customer Engagement & Journey Orchestration
Infobip’s AgentOS Bet: Can CPaaS Become the AI Control Layer for Customer Experience?
Contact Center & Omnichannel
Avaya Names New CEO – Can He Keep Up with Agentic AI?
Customer Journey Continuity Is Breaking Deals: Can Twilio Flex Stop the Leak?
Big CX News from RingCentral, NiCE, Microsoft, Uber & Meta
Meta’s Decision to Invest “Aggressively” in AI Infrastructure Raises Investor Concerns
Klarna’s AI Customer Service Roadmap: Why Human Support Still Matters
Customer Journey Orchestration Is Getting Serious. Is NiCE Agentic AI Architecture Already Ahead?
Ericsson Appoints New Vonage CEO to Accelerate Its Turnaround
IBM Says AI Agents Need Real-Time Data to Deliver Value
Why Salesforce Agentforce Contact Center Just Changed the Automation Scorecard
Why PwC and OpenAI Are Betting Big on Agentic Customer Service
How Age UK Uses Twilio To Tackle The Loneliness Epidemic
Beyond the “New New”: The Enduring Pragmatism of PegaWorld 2026
Meta Brings AI Business Agent to WhatsApp to Power 24/7 Customer Service
Pitch‑Perfect CX: World Cup Lessons from Infobip’s AI Fan Companions
Community & Social Engagement
Trustpilot: Your Brand Is Invisible to AI, And Reviews Are the Fix
Pega’s AI Lab Director Says Orchestration Beats Raw Agentic AI Power Every Time
Enterprise AI Video Has a Relevance Problem
Inside Brightcove Prism: How UX Consistency Became a CX Advantage
Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
