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AI & Automation in CX
Salesforce’s AI Agents Are Now Outworking Its Human Support Teams
Why AI Pilots Stall in B2B Tech: The Foundations Leaders Underestimate
Why AI Agents Must Be Proven Before They Are Deployed
Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
Sam Altman Softens Stance on AI Replacing Jobs, Says Some Human Work Will Endure
CommBank Tests AI Banking App Companion Backed by $1BN Security Investment
Anthropic’s “Mythos-Class” Release Plans Should Put CX Leaders on Alert as Security Risks Accelerate
Keep Your Contact Center AI Stack Flexible Without Vendor Lock In
Customer Analytics & Intelligence
How to Build a Customer Intelligence Engine That Predicts Behavior Instead of Reporting It
Why Non-Linear CX Needs Emotionally Aware AI
Big CX News from Zendesk, Qualtrics, 8×8 & Sprinklr
BT Touts Record Customer Satisfaction from Business Transformation as Salesforce Finds AI Agents Improve CX
Informatica from Salesforce Goes Headless Across Google Cloud, Snowflake, and Databricks
AI Handoffs Are Breaking Trust, Concentrix Warns
Is AI Breaking Down the Walls Between CC and UC? 8×8 Thinks So
Qualtrics Closes $6.75BN Press Ganey Forsta Acquisition to Expand AI-Powered XM in Healthcare and Beyond
