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AI & Automation in CX
Microsoft and OpenAI Move Beyond Exclusivity in Next Phase of AI Partnership
Meta AI Business Assistant Cuts Advertiser Issue Resolution Time by 20%
CRM & Customer Data Management
Salesforce Aims to Close the CX Gap by Letting AI Agents Run Operations
WhatsApp Is Becoming a Contact Center – Meta’s Numbers Prove It
Microsoft Q3 2026 Earnings: The Autonomous CX Era Arrives
Microsoft Confirms the Per-Seat Model Is Losing Ground in Customer Service
Security, Privacy & Compliance
Claude-Powered Cursor AI Agent Deletes an Entire Company Database in 9 Seconds—Is Your Customer Data Secure?
Customer Engagement & Journey Orchestration
What Liverpool FC’s SAS Partnership Tells Us About AI-Powered Fan Engagement
Workforce Engagement Management
The AI Layoffs Debate is Far From Over: Salesforce and Gartner Challenge Job Loss Narratives
Amazon Connect Is Now Amazon Connect Customer – The Name Change Is Only Part of the Story
Forrester Puts Its Research Inside Microsoft Copilot, But Can It Stay Vendor-Neutral?
Contact Center & Omnichannel
Microsoft Copilot Studio Launches Realtime Voice Agents for Dynamics 365 Contact Center
Microsoft Deploys Three AI Agents to Automate Contact Center Operations
Microsoft Expands AI Capabilities Across Sales and Customer Experience
You Wait All Year For A CX Copilot, Then Genesys And Microsoft Drop Two At Once
SoundHound’s LivePerson Deal Targets the Biggest Omnichannel CX Gap
