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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
AI & Automation in CX
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
20% of SAP Support Tickets Now Resolved Without a Human
Customer Analytics & Intelligence
LivePerson Syntrix Targets the AI Governance Gap as Contact Centers Struggle to Scale GenAI from Pilot to Production
Customer Engagement Platforms
Intercom Challenges Multi-Agent Trend With Expansion Into Sales
Access to Anthropic’s Mythos AI Model Intensifies Cybersecurity Pressure on CX Systems
Big CX News from Adobe, Salesforce, Meta & Vercel
Security, Privacy & Compliance
Vercel’s Breach Is a Warning—”Shadow AI” Risks to CX Are Escalating
Vodafone Business and Google Cloud Launch AI and Cybersecurity Tools for SMBs as Cyber Risks Rise
