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Security, Privacy & Compliance
Consent Is Breaking Across the Customer Journey: The Hidden Compliance Debt in Omnichannel CX
AI & Automation in CX
Traditional Research Is Out: Could This Be The Last Year We Use Search Engines?
McKinsey’s State Of AI: The Scaling Gap Is Now CX’s Problem
Customer Analytics & Intelligence
The Netflix-Warner Bros Deal Exposes Streaming’s Customer Experience Crisis
When AI Agents Take Actions: The New Identity, Access & Audit Crisis in Customer Experience
Community & Social Engagement
AI Community Management Guardrails: Preventing Bias, Misinformation & Brand Risk
AI Customers Are Here. Is Your Contact Center Ready to Serve Them?
Social Proof & CX: Peer Ecosystems as the New Reputation Layer
EU AI Act: Why The 2026 Reckoning for CX Is Global
The California Transparency Act: What Does This Mean for CX?
The Inversion: When AI Calls the Contact Center – And Why CX Leaders Keep Gasping
The AI Bill Comes Due: Will Costs Derail CX Innovation in 2026?
Modernising the Contact Center for Always On CX: What KPMG’s Global Leaders Are Getting Right
Agentic AI Is Cracking – And CX Leaders Are Paying the Price
Contact Center & Omnichannel
Voice AI is Booming – But Without CX Observability, It Will Break
Why Bringing Customer Service Home Isn’t Always Worth It
