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AI & Automation in CX
CX Trends 2025 Part 3: When AI Knows You Better Than You Know Yourself: Personalization Reaches Its Inflection Point
The New Baseline: Consumers Use AI at Home. Why Are Your Chatbots Stuck in 2019?
Stop Guessing: Use Context to Deliver Personalization That Converts
Why Talkdesk Says CCaaS Is Dead – And Why Customer Experience Automation Is Next
Why Enterprise CX Leaders Don’t Trust Generative AI Alone
No Second Chances: Customers Don’t Forgive AI Like They Forgive Humans
CRM & Customer Data Management
2025 CX Trends Part 2: AI’s Data Problem: Why 2026 Will Be the Year Organizations Stop Chasing Features and Start Fixing Infrastructure
Why CX Teams Still Aren’t Ready for Machine Customers
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
Contact Center & Omnichannel
25 Years of CX Excellence: ECCCSAs Set the Standard Across Europe
Security, Privacy & Compliance
Microsoft Steps Up Efforts to Support European Customers’ Data Sovereignty
Data Sovereignty Becomes a Strategic Imperative Under Europe’s Compliance Rules
IRS Adopts Salesforce’s Agentforce as Staffing Cuts Strain Tax Agency Service Quality
5 Biggest CX Announcements from Microsoft Ignite 2025
Salesforce Moves to Fix AI’s Biggest CX Weakness
