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Customer Analytics & Intelligence
CCTV Eases Frontline Retail Stress While Wearables Can Backfire, QUT Study Finds
Contact Center & Omnichannel
Odigo Snaps Up Akio to Build a “European Sovereign Alternative” to US CCaaS Giants
AI & Automation in CX
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
Security, Privacy & Compliance
ServiceNow in Talks to Buy Armis for $7BN, in Next Phase of CX-Driven Cybersecurity Consolidation
The New Baseline: Consumers Use AI at Home. Why Are Your Chatbots Stuck in 2019?
ServiceNow Completes Moveworks Acquisition, Cementing Its Agentic AI Ambitions
From AI Hype to Honest Advice: Why 8×8 Says the Next Phase of CX in 2026 Is About Outcomes
Zoom Launches AI Companion 3.0, Expands its AI Strategy
Stop Guessing: Use Context to Deliver Personalization That Converts
Singaporean Regulator Fines Singtel $774MN for Disruption to Customer Service Lines
CX TV
The Customer Journey Black Hole: How a Unified Platform Illuminates the Unseen
How Smart Automation Delivers Real Customer Support Cost Reduction
Agentic AI That Adds Up: How to Win Over the CFO
