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AI & Automation in CX
Oracle Reports Faster AI Agent Rollouts in “Weeks, Not Years” but Investor Doubts Linger
Why Talkdesk Says CCaaS Is Dead – And Why Customer Experience Automation Is Next
Salesforce Deepens Its Footprint in Federal Modernization as USDOT Adopts Agentforce
Contact Center & Omnichannel
The BPO Wake-Up Call: A Complete Guide for CX Leaders
Salesforce’s Biggest Platform Expansion in 18 Years Lets Anyone Build and Sell AI-Powered Business Applications
From 600 Complaints to 40: How Simplyhealth used Agentforce to Transform CX with AI
Letter from AWS re:Invent: What Contact Center Leaders Actually Said About Deploying Agentic AI
No Second Chances: Customers Don’t Forgive AI Like They Forgive Humans
IBM Acquires Confluent at $11BN to Boost Real-Time Data Accessibility
Salesforce Reports Record Cyber Week as AI Agents Drive $67BN in Sales
From Pilots to Production: Enterprises Scale AI Agents with Salesforce, Across Policing, Retail, and Sports Media
Three Industry Pioneers Share Their Predictions for the Next Era of CX
AI and the Future of Automation Depends on Better Foundations Now
How Do You Build a Predictive CX Strategy With AI – And Why Do Most Companies Get It Wrong?
Why CX Teams Still Aren’t Ready for Machine Customers
Marketing & Sales Technology
The CEO’s Guide to Unified Customer Experience: When Marketing, Sales & Service Don’t Align, CX Fails
