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AI & Automation in CX
Letter from AWS re:Invent: What Contact Center Leaders Actually Said About Deploying Agentic AI
No Second Chances: Customers Don’t Forgive AI Like They Forgive Humans
Oracle Reports Faster AI Agent Rollouts in “Weeks, Not Years” but Investor Doubts Linger
Why Talkdesk Says CCaaS Is Dead – And Why Customer Experience Automation Is Next
Salesforce Deepens Its Footprint in Federal Modernization as USDOT Adopts Agentforce
Contact Center & Omnichannel
The BPO Wake-Up Call: A Complete Guide for CX Leaders
How Hybrid AI Delivers Safer, Faster, More Reliable Customer Support
Chime’s Approach to Treating AI Like Human Agents and What Buyers Can Learn
AWS and Zendesk Unite to Modernize Outdated Contact Center Stacks
Salesforce Reports Record Cyber Week as AI Agents Drive $67BN in Sales
Three Industry Pioneers Share Their Predictions for the Next Era of CX
Laying the Building Blocks for Scalable AI and Automation in CX
The Predictive CX Playbook: Using AI to Stay One Step Ahead of Your Customers
Why CX Teams Still Aren’t Ready for Machine Customers
Why Wall Street is Suddenly Nervous About Your Contact Center Vendor
Agentforce Becomes Salesforce’s “Fastest Growing Product Ever”
