Latest News

Service Management & Connectivity

Vonage’s 36-Hour SMS Outage Exposes a Single Point of Failure

AI & Automation in CX

“Customers Are Willing To Pay for AI if It’s Good AI,” Says RingCentral

AI & Automation in CX

IMF Warning on Claude Mythos Indicates AI Could Turn Financial CRM Into a Systemic Cyber Risk

AI & Automation in CX

Your AI Agents Are Ready. Your Enterprise Probably Isn’t

Service Management & Connectivity

Coinbase Customers Left Hot Under the Collar After AWS Cloud Data Center Overheats, Disrupting Service

AI & Automation in CX

Intercom Wants to End the Support-to-Sales Handoff Problem

AI & Automation in CX

Big CX News from ServiceNow, Five9, Twilio & Microsoft

AI & Automation in CX

ServiceNow Says The Next CX Operating Model Will Be Agentic

AI & Automation in CX

NICE and ServiceNow Confirm “AI-first” CX Workflows are the New Norm

AI & Automation in CX

Financial Services CRM Gets an AI Overhaul across Salesforce, Anthropic and CSI

Customer Engagement & Journey Orchestration

Google Cloud Powers Hyper-Personalized Shopping for OTB’s Fashion Brands

Security, Privacy & Compliance

Microsoft Uncovers Cyber Attack Across 26 Countries as Phishing Increasingly Mimics Real Customer Journeys

Contact Center & Omnichannel​

Genesys Brings Voice to WhatsApp to Fix Channel-Switching

Customer Engagement Platforms

Twilio Evolves From CPaaS Origins With Next‑Gen Customer Engagement Platform

AI & Automation in CX

8×8 Updates CX Platform to Tackle the Bottlenecks Stalling AI Deployments

AI & Automation in CX

SAP Moves Beyond LLMs with Prior Labs Tabular AI Acquisition