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CRM & Customer Data Management
Cisco’s Salesforce CRM Breach Puts Three Million Customer Records at Risk
AI & Automation in CX
ServiceNow’s CX Shift Study Exposes a Hard Truth About AI and Customer Experience
Customer Engagement & Journey Orchestration
Delta’s Amazon Leo Deal Signals Shift Toward Always-On Airline CX
Oracle Cuts 30,000 Jobs to Fund Its AI Gamble
Salesforce Declares Slack the New Home for AI-Powered Customer Service
Microsoft Copilot Cowork Signals Shift to Multi-Step AI Workflows for Enterprise Users
Contact Center & Omnichannel
Bandwidth Backs Salesforce Agentforce Contact Center with Voice and Messaging Infrastructure
Bird’s Earnings Signal a New CX Reality: Fewer Tools, More Automation
Cyara Launches Agentic Testing and AI Governance to Close the AI Trust Gap in Customer Service
Security, Privacy & Compliance
US Federal Court Halts Government Action Against Anthropic as Brand Reputation Concerns Grow
“Uncertainty Is the New Certainty”: Bain Explains Why B2B CX Strategies Must Become More Agile
Agentforce Contact Center and the New Battle Line: Where Should CX Live?
Big CX News from Salesforce, Vonage, ServiceNow, Oracle & Genesys
AI Now Drives 20% of Genesys’s New Business
Community & Social Engagement
Meta and Google’s Legal Scrutiny Creates New Risks for Enterprise Engagement
Salesforce Brings Ambient Intelligence to Sales Calls
