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AI & Automation in CX
Amazon Connect Wants to Kill Call Deflection as a Success Metric
Zoom Pushes Into the “Resolution Economy” with Major ZoomCX Overhaul
CX TV
Stop Chasing AI Hype and Start Delivering Real Outcomes
Contact Center & Omnichannel
On-Prem vs Cloud Debate Returns as Avaya CEO Criticizes Cloud-First Strategy
Big CX News from Verint, Salesforce, Santander & Mastercard
AWS is Aiming to Fix Healthcare’s Worst Contact Center Problem
Burger King Uses AI to Score “Friendliness” at the Drive-Thru
Big CX News from Zoom, ServiceNow, Salesforce, RingCentral & Openai
ServiceNow Launches AI That Resolves Tickets 99% Faster Than Human Agents
Command, Not Control: Surviving Social CX Without Losing Your Soul
Zoom Launches Virtual Agent 3.0 to Fix Chatbot’s Broken Promise
OpenAI’s Consulting Play, CX Leaders Might Get Sidelined
Traditional Research Is Out: Could This Be The Last Year We Use Search Engines?
How CX Leaders Can Turn Insights into Measurable Business Outcomes
Fashion Complaints Hit 18,000 as AI Supercharges Retail Scams
Big CX News from Salesforce, Canada Goose, SAP, Unilever & Google Cloud
