CRM & Customer Data Management
Big CX News from Zendesk, AWS, Microsoft, & Zoho
What Is CRM (Customer Relationship Management)? The Comprehensive Guide
Zoho Makes 5 Major Moves to Expand Its AI Portfolio
Contact Center & Omnichannel
Microsoft Leans on MCP as Dynamics 365 Gets Smarter
Traditional Contact Centers Are Failing the Next Generation. But What Comes Next?
Customer Analytics & Intelligence
AWS Makes a Big AI Agent Launch, Demonstrates How It Could Benefit Customer Service
Gartner Drops the Term “CXaaS” After Industry Pushback
NiCE, Genesys, & Five9 Have All Released AI Agent Studios, But What Should I Look Out For?
AI & Automation in CX
Enterprise Connect 2026 Reflections: From Hype to Hard Questions
Why Sun River Health Fixed Employee Friction Before Fixing Patient Experience
60-70% of Your Contact Center Calls Could Already Be Handled by AI. So Why Aren’t They?
Human-First AI: Why SMBs Should Rebalance, Not Replace
CX TV
Stop Chasing AI Hype and Start Delivering Real Outcomes
