Latest SPOTLIGHT: From Static Maps to Dynamic Customer Journeys​ News

Customer Engagement & Journey Orchestration

Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2026: The Rundown

CRM & Customer Data Management

“In Sales, We Still Scale” Salesforce Draws the Line on AI Replacing Sellers

Security, Privacy & Compliance

The Identity Gap that Breaks Dynamic Journeys When Customers Change Devices or Channels

AI & Automation in CX

Talkdesk Launches Proactive AI Agents, Urges Leaders to Stop Reacting to the Market

Contact Center & Omnichannel​

Customer Journey Mapping Broke in Omnichannel. Here’s What Replaces It

Customer Engagement & Journey Orchestration

Inside Brightcove Prism: How UX Consistency Became a CX Advantage

AI & Automation in CX

Why Non-Linear CX Needs Emotionally Aware AI

AI & Automation in CX

Kore.ai Makes Its Third Wave Play, Multi-Agent Orchestration For CX

AI & Automation in CX

Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE

Community & Social Engagement

Brand Awareness Is Overrated, Sprinklr Social Index Finds

CRM & Customer Data Management

Salesforce and IBM Build Unified Customer Journey Platform for AusNet

AI & Automation in CX

From Inbox Chaos To Journey Control: Inside Vantage Towers’ ServiceNow AI Shift

Customer Engagement & Journey Orchestration

Rising Airline Prices Amid Iran War Turns CX into a Strategic Battleground

AI & Automation in CX

Customer Journey Orchestration Is Becoming a Security System, Whether You Planned It or Not

CRM & Customer Data Management

How CRM Vendor Attio Turned Intercom’s Fin AI Agent Into an Always-On Sales Rep

AI & Automation in CX

Anthropic Targets SMB AI Adoption Gap with Claude for Small Business