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AI & Automation in CX
Microsoft Invests $36.5BN into India and Canada for AI Initiative, Expanding Local Customer Services
CRM & Customer Data Management
How to Choose a Journey Orchestration Platform in 2026
Letter from AWS re:Invent: What Contact Center Leaders Actually Said About Deploying Agentic AI
2025 CX Trends Part 2: AI’s Data Problem: Why 2026 Will Be the Year Organizations Stop Chasing Features and Start Fixing Infrastructure
AWS and Zendesk Unite to Modernize Outdated Contact Center Stacks
Contact Center & Omnichannel
25 Years of CX Excellence: ECCCSAs Set the Standard Across Europe
Five9 Targets CX Inefficiencies with New Genius AI Upgrades
Workforce Engagement Management
RingCentral Increases AI Product Launch to Beat $100MN Target Before 2026
Inbound Voice Is the New CX Threat Vector: Why Contact Centers Can’t Afford to Ignore Voice AI Fraud
Afiniti and Five9 Team Up to Bring Invisible AI to the Contact Center
Sprinklr Takes on CCaaS Giants with a Broader Platform Strategy
Cisco Introduces the Webex Contact Center for Salesforce
Why Omnichannel Is Failing – and How CCaaS 3.0 Fixes It
The Most Valuable AI in the Contact Center Is a Copilot, Not a Replacement
Why Omni-Data Is More Than Just the Next Contact Center Buzzword
Zendesk to Shutter Zendesk Sell, Go All-In on Customer Service
