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AI & Automation in CX
Big CX News from ServiceNow, Zoom, Cisco & IKEA
Customer Analytics & Intelligence
New Shopify-Contentsquare Deal Targets Major Conversion Leaks
The AI Era CEO Exodus: Why Execs Are Stepping Down and What It Means for Customers
From Feedback to Financial Impact: The ROI of Unified Experience Management®
Contact Center & Omnichannel
IKEA New Zealand Pauses Customer Support as It Struggles With Launch Demand
Salesforce Acquires Qualified to Expand its AI Automation Vision in Service Teams
End Costly QA Guesswork with Automated Evaluation
Security, Privacy & Compliance
Cisco Reveals Security and Safety Framework for Enterprise AI Readiness
Agentforce World Tour 2025: How Salesforce Is Solving Marketing’s 20-Year Personalization Problem
CCTV Eases Frontline Retail Stress While Wearables Can Backfire, QUT Study Finds
Odigo Snaps Up Akio to Build a “European Sovereign Alternative” to US CCaaS Giants
How AI Is Transforming Every Corner of the Contact Center From Agents to AI Agents
CX Trends 2025 Part 3: When AI Knows You Better Than You Know Yourself: Personalization Reaches Its Inflection Point
Capita’s Secret to Better CX? Prioritize Process First
Service Management & Connectivity
Freshworks Acquires FireHydrant to Target Incident Management Unification
ServiceNow in Talks to Buy Armis for $7BN, in Next Phase of CX-Driven Cybersecurity Consolidation
