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AI & Automation in CX
From Contact Center Containment to Experience: How AI Agents Can Solve Real Problems
Benioff Calls Copilot “Clippy 2.0”… Again, Says Slackbot Solves Customer Context Gaps
Why the Tortoise Wins the Enterprise AI Race
Security, Privacy & Compliance
Third-party AI risk: the vendor questions CX must ask (before procurement signs)
The California Transparency Act: What Does This Mean for CX?
AI’s Broken Promise: Customer Service Automation Costs Set to Soar
From Reactive Dashboards to Meaningful CX Metrics: Escaping the CX Death Spiral
Contact Center & Omnichannel
AWS and NTT DATA Expand Strategic Partnership to Scale Globally-Targeted AI-Driven Services
CX TV
The Death of Hold Music Why Waiting on the Line Is Over
The AI Bill Comes Due: Will Costs Derail CX Innovation in 2026?
Marketing & Sales Technology
How Customer Communities Became a New Revenue Channel
Modernising the Contact Center for Always On CX: What KPMG’s Global Leaders Are Getting Right
Service Management & Connectivity
ServiceNow Says AI Adoption Is Now the Main Driver of Growth and Demand
Event News
CX Leaders, Stop Repeating These 3 Service Mistakes in the Age of AI
Agentic AI Is Cracking – And CX Leaders Are Paying the Price
Data Privacy Day 2026: Trust Is The New Battleground As Security Threats Grow
