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AI & Automation in CX
Microsoft Invests $36.5BN into India and Canada for AI Initiative, Expanding Local Customer Services
IBM and Riyadh Air Collaborate to Launch AI Native Customer Travel Services
Salesforce Reports Record Cyber Week as AI Agents Drive $67BN in Sales
Salesforce’s Zahra Bahrololoumi CBE Unveils How Global Brands Are Building Agentic Enterprises
Why ‘Good Enough’ Generative AI Isn’t Good Enough for Enterprise CX
Cost-Per-Resolution: The CX Power Metric CFOs Are Betting On
Service Management & Connectivity
Personalization in Travel: How Berlin Airport Turns Data and AI Into Real Passenger Value
Contact Center & Omnichannel
Canada Revenue Agency Rehires Service Agents After Complaints
Klarna Rethinks CRM AI Strategy by Partnering With Google Cloud
Where Should My Contact Center Invest In AI? This Test Will Tell You
Why Voice Alone Can’t Deliver Modern Product Support
Salesforce CEO Pressed on Cutting 4,000 Customer Support Reps
The Proposed US Bill to Mandate Human Customer Support: Everything That’s Wrong With It
Customer Analytics & Intelligence
The Opus Research Conversational AI / Self-Service Intelliview 2025: Top Takeaways
3 In 5 Contact Center Agents Don’t Recommend Self-Service, Finds Gartner
Salesforce Debuts Agentic Self-Service, Aims to “Revolutionize” Customer Portals
