Hospitality & Travel CX News, Interviews & Use Cases

Customer Engagement & Journey Orchestration

Delta’s Amazon Leo Deal Signals Shift Toward Always-On Airline CX

AI & Automation in CX

Salesforce Brings Ambient Intelligence to Sales Calls

AI & Automation in CX

Cresta Launches Knowledge Agent To Reduce Agent Tab Switching

Contact Center & Omnichannel​

From CRM Brain to CX Engine: Salesforce’s Bold Agentforce Contact Center Bet

Security, Privacy & Compliance

Zendesk-Linked Contractor Breach Exposes Data of 38MN ManoMano Customers

Service Management & Connectivity

Secure Payments, Seamless Journeys for Travel and Hospitality Contact Centers

AI & Automation in CX

OpenAI Just Bet Big on Personal AI Agents. Is Customer Service Ready?

AI & Automation in CX

AI Agents Handle 30% of Airbnb Customer Support Tickets as Company Expands Automation

AI & Automation in CX

Modernising the Contact Center for Always On CX: What KPMG’s Global Leaders Are Getting Right

Contact Center & Omnichannel​

American Airlines Expands App Features to Give Customers More Control During Travel Disruptions

Event News

CCW Orlando 2026: Your Complete Event Guide

AI & Automation in CX

The Black Friday Nightmare: What Happens When AI Testing Fails

AI & Automation in CX

Old Dashboards Are Missing the Automation Metrics That Actually Matter

Service Management & Connectivity

Cross-Channel Marketing, Sales and Service Gaps Are Driving Customers Away

Security, Privacy & Compliance

The AI Transparency Crisis Putting CX, Compliance, and Trust at Risk

AI & Automation in CX

AI in CX is Rewriting the Rulebook, and Most Leaders Haven’t Noticed Yet