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Contact Center & Omnichannel
A Contact Center Chatbot Invents Company Policies, Now Customers Want Out
Customer Analytics & Intelligence
Capacity Tackles Contact Center Voice Cloning Attacks with Anti-Spoofing Tech
CRM & Customer Data Management
HubSpot Brings AI Agents to SMBs
The Impact of Third-Party Support and AI on Customer Comms
Twilio Disputes Reports of a Data Hack Impacting 848,000 of Its Customers
The Retail Contact Center: 4 Trends for 2025
ING’s Approach to Conversational AI: “First Nail It, Then Scale It”.
270,000 Samsung Customer Support Tickets Leak onto the Internet. Here’s What Happened.
NICE CXone vs. Genesys Cloud: The Ultimate CCaaS Battle
Future-Ready Agents: Visual Intelligence in Contact Center Training
Sky Cuts Thousands of Contact Center Jobs to “Improve Customer Service”
The Convergence of AI, CX, and EX – A New Era for Customer Experience Professionals
How Syniverse and Adobe are Elevating Customer Engagement with Targeted SMS Messaging
Verint Secures a $27MN Megadeal, Finds Success in Hybrid Cloud Contact Centers
Microsoft Rebrands Its Contact Center Workspace, Stops Using the Term “Agent” for Live Reps
Smarter CX Consulting: AI and Big Data Take Center Stage
