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Contact Center & Omnichannel
IKEA New Zealand Pauses Customer Support as It Struggles With Launch Demand
AI & Automation in CX
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
Customer Analytics & Intelligence
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
Oracle Reports Faster AI Agent Rollouts in “Weeks, Not Years” but Investor Doubts Linger
Salesforce Deepens Its Footprint in Federal Modernization as USDOT Adopts Agentforce
Customer Engagement Platforms
Samsung and Amazon Deepen Partnership to Deliver Seamless Shopping Experiences in UAE and Saudi Arabia
Thoma Bravo Closes Verint Deal, Creating the “Industry’s Most Comprehensive AI-Powered CX Platform”
