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AI & Automation in CX
Why Google’s Eavesdropping Settlement Should Worry CX Leaders
Salesforce Targets Agent Sprawl Increase in Latest MuleSoft Expansion
Contact Center & Omnichannel
Modernising the Contact Center for Always-On Service: AI Promises, Human Reality
Security, Privacy & Compliance
EU Regulation Puts WhatsApp Channels Firmly on the Compliance Radar
Who’s Really Calling? The Rise of AI Customers
Massive Credential Leak Exposes 149 Million Stolen Logins for Gmail, Facebook, Netflix and More
A Google Calendar Invite, a Hidden Prompt, and a New Kind of AI Security Problem
Marketers Face Higher Expectations Across Search and AI Tools, Gartner Finds
AWS and IBM Respond to Rising Data Sovereignty Demands Across Europe
AWS Expands PCI DSS Compliance to New Services and Regions
Owning Trust: What CX Leaders Can Learn from the Data Custody Debate
The Silent Spiral: When Monitoring Systems Miss What Matters Most
What Monzo’s Outage Says About Resilience as a Customer Experience Issue
NiCE’s AOK Bayern Win Shows How Data Sovereignty Is Powering the Next Wave of CX Modernization
AppOmni Uncovers Agentic AI Security Vulnerability in ServiceNow’s API and Agents
What Is KBA (Knowledge-Based Authentication)? And Why AI Just Broke It
