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AI & Automation in CX
A Google Calendar Invite, a Hidden Prompt, and a New Kind of AI Security Problem
Contact Center & Omnichannel
American Airlines Expands App Features to Give Customers More Control During Travel Disruptions
NiCE Launches Cognigy Simulator to Test and Scale AI Agents
CRM & Customer Data Management
Twilio Brings Customer Data Tools to AEG’s Sports and Entertainment Operations
Marketers Face Higher Expectations Across Search and AI Tools, Gartner Finds
ServiceNow and OpenAI Push AI Past Chatbots into Real CX Work
Customer Engagement Platforms
Amazon Now’s 30-Minute Pledge Raises the Bar for Customer Service
The $50 Billion Question: How Do You Charge for an AI Agent Seat That Doesn’t Exist?
Community & Social Engagement
Omnichat Unveils Omni AI Agent Studio to Power WhatsApp Customer Interactions
UK Government Turns to Private Sector CX Ideas to Fix Public Services
WEF Taps Salesforce EVA Agent to Orchestrate CX for 3,000 Leaders in Davos
Security, Privacy & Compliance
AWS and IBM Respond to Rising Data Sovereignty Demands Across Europe
AWS Expands PCI DSS Compliance to New Services and Regions
Vonage Brings Omnichannel Capabilities into Salesforce Agentforce Marketing
ElevenLabs and Deutsche Telekom Bet Big on AI Voice Agents for Customer Service
What Monzo’s Outage Says About Resilience as a Customer Experience Issue
