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Also this week12 more stories from the last 7 days
Journey OrchestrationnewsAI Can Spot the Signal. Can It Deliver the Promise?3 Nov 2026Community CXnewsBlack Friday Community Management: Four Weeks to Fix What Could Break1 Nov 2026CX TrustnewsCyber Threats Spread Across Customer Data and Critical Infrastructure6 Nov 2026Contact CenterinterviewWhy Voice AI Fails When It Leaves the Demo Room4 Nov 2026Contact CenternewsWhy Contact Center AI Now Needs an Evidence Layer5 Nov 2026Agent ExperiencenewsWhy Google, Cordial and Twilio are Pushing for Smarter Visibility3 Nov 2026Contact CenternewsMicrosoft Ignite 2026: 7 Questions for CX Leaders6 Nov 2026CX TrustinterviewBuyers Need Cybersecurity Tools That Fix Problems, Not Just Flag Them4 Nov 2026Revenue TechinterviewHow Sales AI Can Capture Value From In-Person Meetings5 Nov 2026Journey OrchestrationinterviewWhy Customer Feedback Still Fails to Fix the Journey6 Nov 2026Agent ExperienceinterviewYour Restaurant Managers Are the Key to Guest Retention6 Nov 2026CRM & DatainterviewAI Can Build the Dashboard But Does Your Business Understand Its Data4h
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Revenue Tech · 5 Nov 2026How Sales AI Can Capture Value From In-Person Meetings
Sales AI cannot see the dinners, booths, and customer sites where deals are often won. Reevo's CEO David Zhu explains how instant capture can shorten sales cycles, how to handle recording consent, and why AI should take on the execution work, not the humans relationship.
Contact Center · 5 Nov 2026Why Contact Center AI Now Needs an Evidence Layer
New research from IPI and Talkdesk, alongside a subtle AWS workflow update, points to a practical contact center issue: automation is moving faster than the evidence layer, handoff model, and operational controls many enterprises need to prove outcomes.
CRM & Data · 5 Nov 2026Can Salesforce Win the AI Front Door Inside Teams?
Salesforce says Agentforce Coworker usage has grown 21x in three months, with new access through Microsoft Teams and a $50 per user pricing option. Analysts Zeus Kerravala and Liz Miller see a pragmatic, predictable play, but customer impact remains unproven.
CX Intelligence · 5 Nov 2026The Experience Gap is Widening: Can AI Close it?
Qualtrics SVP for Core AI Mark Hammond explains why customer expectations are outpacing traditional CX programs, why generic AI lacks the context to resolve issues effectively, and how simulation and structured business data can support better in-the-moment decisions.
CX Trust · 4 Nov 2026Buyers Need Cybersecurity Tools That Fix Problems, Not Just Flag Them
As vulnerability volumes grow, CX technology leaders need security tools that do more than generate alerts. Trustpilot’s Dan Conn explains why prioritizing customer-facing risk can reduce remediation work and prevent avoidable vulnerabilities reaching production, protecting customer trust.
Contact Center · 4 Nov 2026Why Voice AI Fails When It Leaves the Demo Room
Voice AI can appear polished in a controlled demo, then unravel when customers call from noisy, low-bandwidth, or high-volume environments. Klearcom’s Neil Weldon explains why contact centers must test call quality, handoffs, and failure routes before scaling automation.
Contact Center · 3 Nov 2026CX Awards 2026 Winners Announced: See The Full List
The CX Awards 2026 winners are here. Judged blind by 25 enterprise leaders and analysts across 21 categories, this year's winners are the platforms, teams and leaders that proved real-world ROI and turned customer experience ambition into measurable business impact
Journey Orchestration · 3 Nov 2026AI Can Spot the Signal. Can It Deliver the Promise?
Customer engagement AI can now identify intent, choose a next step, and personalize a response in real time. This week’s news from ServiceNow, Coforge, Pacsun, and Orange France shows the harder test is whether the business can follow through when the customer acts.
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