Latest Debate News

AI & Automation in CX

Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE

AI & Automation in CX

Supporting Human CX Agents In An AI Era

AI & Automation in CX

Assembled Brings MCP to WFM as Contact Centers “Rewire” Around AI

AI & Automation in CX

Nvidia’s Earnings Prove Agentic AI Is Now An EX And CX Weapon

Customer Analytics & Intelligence

The Curious Psychology of Queues and the AI Quietly Trying to Calm Us Down

AI & Automation in CX

Did Microsoft Just Turn WFM Into the Contact Center’s AI Budget Desk?

CRM & Customer Data Management

Turning CRM Data Into Action: A Practical Playbook for CX Leaders

Workforce Engagement Management

Is Cisco Losing Interest in Workforce Engagement?

AI & Automation in CX

ServiceNow’s Knowledge 26 Warning: Govern AI Agents Or Watch Them Break Things

Security, Privacy & Compliance

AI Is Breaking Contact Center Security—Are You Ready?

Contact Center & Omnichannel​

NiCE’s $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race?

Service Management & Connectivity

Vonage’s 36-Hour SMS Outage Exposes a Single Point of Failure

Contact Center & Omnichannel​

What NiCE’s $670M HMRC Deal Really Tells Us About Enterprise CCaaS

AI & Automation in CX

Will AI Replace Your WEM Platform? ServiceNow’s President Says No

AI & Automation in CX

Your AI Agents Are Ready. Your Enterprise Probably Isn’t

AI & Automation in CX

Why Most Enterprise Support Stacks Aren’t Ready for AI Agents