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AI & Automation in CX
Eurostar’s Chatbot Goes Off the Rails, Security Firm Finds
Why Do So Many Agent Assist AI Deployments Fail? The Contact Center Architecture Mistakes to Avoid
CX Trends 2025 Part 3: When AI Knows You Better Than You Know Yourself: Personalization Reaches Its Inflection Point
Zoom Launches AI Companion 3.0, Expands its AI Strategy
How Smart Automation Delivers Real Customer Support Cost Reduction
Will Your CFO Approve Agentic AI? The ROI Framework CX Leaders Need to Secure Investment
Contact Center & Omnichannel
The BPO Wake-Up Call: A Complete Guide for CX Leaders
Thoma Bravo Closes Verint Deal, Creating the “Industry’s Most Comprehensive AI-Powered CX Platform”
Microsoft Invests $36.5BN into India and Canada for AI Initiative, Expanding Local Customer Services
Chime’s Approach to Treating AI Like Human Agents and What Buyers Can Learn
IBM and Riyadh Air Collaborate to Launch AI Native Customer Travel Services
Salesforce Reports Record Cyber Week as AI Agents Drive $67BN in Sales
Salesforce’s Zahra Bahrololoumi CBE Unveils How Global Brands Are Building Agentic Enterprises
Why ‘Good Enough’ Generative AI Isn’t Good Enough for Enterprise CX
A 2025 Review: The 5 Trends Every Head of CX Needs To Know
25 Years of CX Excellence: ECCCSAs Set the Standard Across Europe
