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Contact Center & Omnichannel
Oracle Simphony Cloud Update Targets Fragmented Systems in Hospitality
AI & Automation in CX
Human-in-the-Loop AI: The Design Guardrail You’ll Wish You Built Earlier
Burger King Uses AI to Score “Friendliness” at the Drive-Thru
Security, Privacy & Compliance
California Targets Surveillance Pricing, What It Means for Retail, Grocery, and Hotels
Microsoft Q2 2026 Earnings: Can AI and Cloud Keep CX Ahead of the Curve?
The Power of Specialized AI: Smaller, Faster, Stronger
Salesforce Puts Shared Context at the Center of Agentic Commerce
Albertson’s Uses Google AI Search to Drive 10% Bigger Grocery Baskets
Service Management & Connectivity
California Introduces Consumer Law to Increase Customer Expectations in Food Delivery Services
Instacart Disables Pricing Test Model Following Customer Backlash Around Dynamic Pricing
CX Trends 2025 Part 3: When AI Knows You Better Than You Know Yourself: Personalization Reaches Its Inflection Point
Salesforce’s Zahra Bahrololoumi CBE Unveils How Global Brands Are Building Agentic Enterprises
AI Reputational Risk: The Threat Most Brands Only Notice After the Damage Spreads
CRM & Customer Data Management
Carbs Beat Cardio in Motivating Staff to Deliver Better Service, Study Finds
Personalization in Travel: How Berlin Airport Turns Data and AI Into Real Passenger Value
Amazon Sues Perplexity for Allegedly Misusing Its AI Shopping Tool
