Latest Customer Engagement Center News

Customer Engagement & Journey Orchestration

Ericsson Appoints New Vonage CEO to Accelerate Its Turnaround

Customer Engagement & Journey Orchestration

IBM Says AI Agents Need Real-Time Data to Deliver Value

Customer Engagement & Journey Orchestration

Beyond the “New New”: The Enduring Pragmatism of PegaWorld 2026

Contact Center & Omnichannel​

Meta Brings AI Business Agent to WhatsApp to Power 24/7 Customer Service

Customer Engagement & Journey Orchestration

Pitch‑Perfect CX: World Cup Lessons from Infobip’s AI Fan Companions

CRM & Customer Data Management

The ISG Customer Experience Management Advanced Buyers Guide 2026: 6 Top Takeaways

Contact Center & Omnichannel​

Genesys Acquires Pinkfish to Close the Contact Center Automation Gap

Customer Engagement & Journey Orchestration

Your Customer Journeys Aren’t Broken – They’re Just Happening at the Wrong Time

Customer Engagement & Journey Orchestration

Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2026: The Rundown

AI & Automation in CX

Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE

AI & Automation in CX

Intercom Wants to End the Support-to-Sales Handoff Problem

AI & Automation in CX

Big CX News from ServiceNow, Five9, Twilio & Microsoft

Customer Engagement & Journey Orchestration

Google Cloud Powers Hyper-Personalized Shopping for OTB’s Fashion Brands

Contact Center & Omnichannel​

Genesys Brings Voice to WhatsApp to Fix Channel-Switching

AI & Automation in CX

The Deflection Trap: Why Routing Metrics Don’t Equal Resolution

AI & Automation in CX

The AI Fix for Disappearing Customer Journeys