Latest Customer Engagement Center News

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

AI & Automation in CX

Amazon Connect Is Now Amazon Connect Customer – The Name Change Is Only Part of the Story

AI & Automation in CX

Microsoft Deploys Three AI Agents to Automate Contact Center Operations

Customer Engagement & Journey Orchestration

Are You Buying CX Tools Instead of Fixing Orchestration?

AI & Automation in CX

Big CX News from Adobe, Salesforce, Meta & Vercel

AI & Automation in CX

Achieving AI ROI: From GenAI Experiments to Agentic Impact

AI & Automation in CX

Five Adobe Summit Announcements Every CX Leader Should See

Customer Engagement & Journey Orchestration

Why AI Is Not a Silver Bullet to Solve Broken Customer Journeys