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AI & Automation in CX
Microsoft’s Support for Anthropic Signals a Shift in AI Power Dynamics
Five9 Expands Partner Ecosystem to Orchestrate the Multi-Agent Contact Center
Nvidia Targets Contact Centers with Open-Source AI Agent Platform
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?
