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Customer Analytics & Intelligence
Sprinklr Launches LLM Insights to Track and Fix How Brands Appear in AI Search
AI & Automation in CX
Why AI Pilots Stall in B2B Tech: The Foundations Leaders Underestimate
Anthropic’s “Mythos-Class” Release Plans Should Put CX Leaders on Alert as Security Risks Accelerate
Retail AI Readiness: Why “Quick Wins” Fail Without Service Foundations
From UI to Headless: Why Natural Language Is Becoming the CX Interface
SAP Moves Beyond LLMs with Prior Labs Tabular AI Acquisition
Forrester Puts Its Research Inside Microsoft Copilot, But Can It Stay Vendor-Neutral?
Contact Center & Omnichannel
Amazon Connect Shifts the Contact Center Goal From Deflection to Relationship
Cresta Launches Knowledge Agent To Reduce Agent Tab Switching
Sprinklr’s Earnings Signal a Shift Toward AI-Native CX Platforms
AI Agents + Humans: Lloyds, Mastercard, and Others Lead Agentic AI Adoption
Amazon’s AgentCore Moment: Letting Contact Center AI Finally Go Off Script
EU AI Act: Why The 2026 Reckoning for CX Is Global
Inside 8×8’s Q3: Usage-Based CX Revenue Starts To Carry The Load
Free UK AI Training Gives CX Leaders a Rare Skills Advantage
