Latest Agent Experience (AX) News

Contact Center & Omnichannel​

Round Up: Contact Center AI Moves From Claims to Operating Proof

AI & Automation in CX

UJET Says Contact Center AI Adoption Is Moving Too Fast, Which Creates New Risks

AI & Automation in CX

UJET Heard What Agents Really Want From AI. It Wasn’t Replacement

AI & Automation in CX

The Future of CX Isn’t AI. It’s Humans

CRM & Customer Data Management

The CRM Trap: Why Most Contact Centers Are Paying for Integrations That Don’t Actually Work

Contact Center & Omnichannel​

Inside Intelligent Workspace: How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era

Contact Center & Omnichannel​

Zendesk Explain Why The App Sidebar Is Dead

Workforce Engagement Management

Why Burnout Is a Scheduling Problem, Not a Motivation Problem

AI & Automation in CX

ServiceNow on the CX Shift Legacy CRM Can’t Handle

AI & Automation in CX

Why are Brands Still Failing Customers with Generic AI?

Contact Center & Omnichannel​

Vonage On Bridging ITSM And CSM In ServiceNow Without Losing Context

Contact Center & Omnichannel​

Stop Chasing Perfect Forecasts. Start Running a Service Team That Can Adapt in Real Time.

Contact Center & Omnichannel​

Always‑On Without Always‑Burned‑Out: The Human Cost of AI‑Led CX

Contact Center & Omnichannel​

AI Can Make Service Faster, But Can It Make It Feel More Human?

Contact Center & Omnichannel​

Your Contact Center AI Is Cutting Costs; It Should Be Driving Revenue

Contact Center & Omnichannel​

Vonage Integration with ServiceNow Addresses the “Two-Desktop” Challenge