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AI & Automation in CX
Amazon Connect Delivers “Superhuman” Powers for Frontline Teams at AWS re:Invent
Contact Center & Omnichannel
Beyond Automation: Harnessing Agentic and Voice AI for Seamless Customer Journeys
Contact Center Economics in the Age of Voice AI: An Inside Look
A Game Plan to Improve Contact Center Agent Empowerment
Should I Let AI Run My Outbound Contact Center Strategy?
The Latest BIG News from Salesforce, Zoom, Oracle, Snapchat & Microsoft
Snapchat AI Spill Shows Why Chatbots Aren’t Ready to Run Customer Support Alone
Anthropic’s Claude Haiku 4.5 Brings Enterprise-Grade Speed and Savings to Customer-Facing AI
Klarna Rethinks CRM AI Strategy by Partnering With Google Cloud
IDC Names Five9 a European CCaaS Leader as Market is Set for $3.7BN Boom
Four Key Considerations for Contact Centers in 2025
Microsoft Expands AI Customer Service Strategy with L&G Contact Center Deal
Why Outdated WEM Practices Are Holding Back Your Contact Center
The Latest on ServiceNow AI Experience, Qualtrics’ $6.75MN PG Forsta Acquisition, & More
Sprinklr Takes on CCaaS Giants with a Broader Platform Strategy
Cisco Introduces the Webex Contact Center for Salesforce
Concentrix at Dreamforce: Why Enterprise AI Fails and How to Build It Around the Customer
Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
CX TV
The Truth About CCaaS Migrations
Redefining AI with Empathy & Agent Empowerment
Public Sector Contact Centers: The Current State of Play
The Biggest AI Mistakes CX Leaders Can’t Afford to Make
