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AI & Automation in CX
Smarter Conversations: Defining the 2026 Landscape
Salesforce and Vonage Bring AI Voice Power to the Contact Center
Big CX News from ServiceNow, Zoom, Cisco & IKEA
Customer Analytics & Intelligence
New Shopify-Contentsquare Deal Targets Major Conversion Leaks
Contact Center & Omnichannel
IKEA New Zealand Pauses Customer Support as It Struggles With Launch Demand
Salesforce Acquires Qualified to Expand its AI Automation Vision in Service Teams
Security, Privacy & Compliance
Cisco Reveals Security and Safety Framework for Enterprise AI Readiness
Five9 Appoints New CEO to Lead AI-Driven Strategy
CCTV Eases Frontline Retail Stress While Wearables Can Backfire, QUT Study Finds
Odigo Snaps Up Akio to Build a “European Sovereign Alternative” to US CCaaS Giants
Service Management & Connectivity
Freshworks Acquires FireHydrant to Target Incident Management Unification
ServiceNow in Talks to Buy Armis for $7BN, in Next Phase of CX-Driven Cybersecurity Consolidation
CRM & Customer Data Management
ServiceNow Completes Moveworks Acquisition, Cementing Its Agentic AI Ambitions
Zoom Launches AI Companion 3.0, Expands its AI Strategy
Singaporean Regulator Fines Singtel $774MN for Disruption to Customer Service Lines
Big CX News from Salesforce, AWS, Coupang & IBM
