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AI & Automation in CX
Fin Operator Drives 20,000 AI Support Improvements To Free Employee Capacity
Big CX News from Avaya, ServiceNow, NiCE & HubSpot
Security, Privacy & Compliance
AI Cybersecurity Needs Collective Defense, But Multiplying Alliances Risk Confusing Enterprise Buyers
NiCE Wins Big CX AI Deals, But Enterprise Adoption Takes Time
HubSpot Customer Agent Resolves 72% of Support Tickets Without Human Escalation
Palantir Says Sovereign AI Demand Is Climbing as Enterprises Fear Lock-In
ServiceNow Moves to Lock Down Enterprise AI Agents With Autonomous Security Portfolio
Freshworks Celebrates 90% Freshdesk Omni Migration With Autonomous Support Expansion
Workforce Engagement Management
Why Forrester Believes Employee Experience Drives Better Customer Outcomes
The AI Agent Security Risks CX Leaders Need to Address in the Wake of OpenAI and Anthropic Hacks
Contact Center & Omnichannel
Avaya Names New CEO – Can He Keep Up with Agentic AI?
Community & Social Engagement
Reddit Believes Human Conversation Wins in the AI Era
IKEA Retrains 8,500 Call Center Staff as AI Bot Billie Takes Routine Queries
Marketing & Sales Technology
From Account Signals to Pipeline: How Demandbase Puts ABX Into Action
Amazon’s Q2 Earnings Expose the Hidden AI Cost Crisis Crippling Enterprise CX
Big CX News from RingCentral, NiCE, Microsoft, Uber & Meta
