Latest Agentic AI in Customer Service​ News

Contact Center & Omnichannel​

Debt Collection Needs a Human Touch. SequenceShift Lets Customers Pay Privately on Any Channel

AI & Automation in CX

Valoir Warns CX Leaders: AI Ambition Can Backfire Fast

AI & Automation in CX

Why Amazon’s Salesforce MCP Move Matters For CX

Contact Center & Omnichannel​

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

Contact Center & Omnichannel​

Cresta Targets Contact Center AI Deployment Gap

AI & Automation in CX

The Contact Center AI Governance Gap Is Costing You

Contact Center & Omnichannel​

How Casio Is Transforming CX With RingCentral – One Deliberate Step at a Time

AI & Automation in CX

Most CX Leaders Are Still Buying for the Last AI Cycle

Contact Center & Omnichannel​

Agentic Payments Are Here. SequenceShift’s Paytext Keeps the Conversation Human and the Payment Compliant

AI & Automation in CX

Webex CX Chief On What Enterprise AI In CX Gets Wrong

Customer Analytics & Intelligence

Beyond CSAT and AHT: The New Metric Stack for AI‑Driven CX

Contact Center & Omnichannel​

Cityside Fiber’s CX Leader on AI, Soft Skills, and Owning Your Seat at the Table

Community & Social Engagement

The End of the Chat Interface? OpenAI’s Bet on Agentic AI

Contact Center & Omnichannel​

KPMG’s Dan Balisteri on Over-Personalisation, the Empathy Deficit, and Why AI Deployments Keep Failing

Contact Center & Omnichannel​

Cresta’s CMO on the Unified AI Workforce – and Why Synthetic Customers Are the Next Big Thing

AI & Automation in CX

What Does an AI-Native Contact Center Actually Look Like? Zoom CX Made the Case at CCW 2026