Ofcom’s investigations into Vonage and Voxbone shine a light on the issue of phone-number misuse. While neither company has been found to have broken the rules, the probes raise a wider question for CPaaS providers and enterprises around who is accountable when a trusted voice channel is exploited

As AI agents handle more routine customer service and experience queries, voice is becoming the channel for urgent and complex issues. Zendesk’s new real-time translation feature could remove language barriers, but accuracy and trust remain the real test.

CX Today has a new home, rebuilt around how people actually follow the customer experience market: smarter search, sharper analysis and stories shaped by real market intelligence. Signing up is free, and founding member handles are available now, but not for long

TheyDo research shows AI is making enterprise decisions faster and more confident, but 38% of leaders report unintended CX problems. Discover why connected customer context, traceable recommendations, and decision quality are essential to protect trust.

Qualtrics, Insider One, and HubSpot all made major CX announcements this week, each claiming to close a gap between what customers expect and what businesses deliver. Closing that promise on paper is very different from proving it holds up once the system is actually running.

From conversational hiring to AI readiness, this week’s WFM news highlights the changing employee experience technology landscape.

Dr. Martens' Chief Technology & AI Officer Graham Calder shares how the iconic brand fixed its fragmented customer care operation.

Zeta Global has had a busy six months. Here's what the platform integration roadmap means for buyers.