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AI & Automation in CX
Why the 2026 Conversational AI Gartner Magic Quadrant Doesn’t Add Up
Yelp Host Aims to Solve the Restaurant Industry’s Missed-Call Problem
Customer Engagement & Journey Orchestration
Ericsson Appoints New Vonage CEO to Accelerate Its Turnaround
Alphabet Bets on Gemini as AI Agents Resolve 75% of Google Ads Support Queries
IBM Says AI Agents Need Real-Time Data to Deliver Value
Customer Analytics & Intelligence
Stop Asking for Feedback: How Context-Aware Listening Replaces the Survey Link
Why “How Was Your Flight?” Now Defines Airline Loyalty
The Survey Link Is Dead – Long Live the Survey
Contact Center & Omnichannel
AI Can Make Service Faster, But Can It Make It Feel More Human?
Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
KAYAK Launches Ask AI to End the Chat-to-Search Disconnect
The Way You’re Measuring CX AI ROI Is Broken
Big CX News from Verizon, NiCE, Anthropic & Sprinklr
Sprinklr Launches LLM Insights to Track and Fix How Brands Appear in AI Search
Your Customer Insights Aren’t Driving Action. They’re Arriving After the Opportunity Has Gone
Marketing & Sales Technology
Has Hyper‑Personalization Gone Too Far in Marketing?
