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AI & Automation in CX
Chime’s Approach to Treating AI Like Human Agents and What Buyers Can Learn
Letter from AWS re:Invent: What Contact Center Leaders Actually Said About Deploying Agentic AI
IBM Acquires Confluent at $11BN to Boost Real-Time Data Accessibility
Security, Privacy & Compliance
Customers Abandon South Korea’s Amazon, Coupang, After Apology Fiasco Follows Massive Data Breach
CRM & Customer Data Management
2025 CX Trends Part 2: AI’s Data Problem: Why 2026 Will Be the Year Organizations Stop Chasing Features and Start Fixing Infrastructure
IBM and Riyadh Air Collaborate to Launch AI Native Customer Travel Services
AWS and Zendesk Unite to Modernize Outdated Contact Center Stacks
Salesforce Reports Record Cyber Week as AI Agents Drive $67BN in Sales
From Pilots to Production: Enterprises Scale AI Agents with Salesforce, Across Policing, Retail, and Sports Media
AI and the Future of Automation Depends on Better Foundations Now
Why CX Teams Still Aren’t Ready for Machine Customers
Marketing & Sales Technology
The CEO’s Guide to Unified Customer Experience: When Marketing, Sales & Service Don’t Align, CX Fails
Service Management & Connectivity
How Leading Telcos Use Journey Orchestration to Cut Churn
Why Wall Street is Suddenly Nervous About Your Contact Center Vendor
Amazon Connect: Turning the “Sorry about that” Department into the “You might like this” Department
Salesforce’s Zahra Bahrololoumi CBE Unveils How Global Brands Are Building Agentic Enterprises
