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Dynamics 365 Contact Center went down for just under eight hours on Thursday, leaving agents unable to take voice and digital conversations. Microsoft restored access just after midnight GMT, but the wider Microsoft 365 outage was still in service degradation as of 11:00 GMT on Friday.
Customers now judge CX from the first sales call to the last support case, yet one-off requests rarely carry enough weight to change a product. ABBYY's CX chief explains how AI clustering, connected teams, and enterprise-wide tool choices help leaders make the case.
Five9’s Level AI deal, Alchemer Voice, and Microsoft’s Gartner recognition point to the same CX technology question: whether AI can move from isolated insight and automation into accountable operating systems that teams can deploy, manage, and improve without forcing a platform reset.
Quickfire Digital research shows that 96% of UK consumers are open to brand loyalty, but retailers may be prioritizing discounts over the journeys that earn repeat business. Batra Group and Quickfire Digital explain why delivery, returns, and product discovery now shape retention.
Critical security flaws can quickly become customer experience incidents, disrupting account access, payments and support. The recent PHP flaws show why CX leaders need visibility of the technology behind customer journeys, safe patching processes and clear plans for service disruption.
Dialpad and Ada’s merger strengthens Dialpad’s agentic CX platform ambitions, but Craig Walker and Zeus Kerravala say it also points to a bigger shift: conversational AI is moving into the platforms that own customer context, communications, and outcomes.
Marketing leaders are under pressure to prove ROI across more channels than ever, and attribution is rarely as clean as it looks. In this interview, Vivien Garnès, Co-Founder & Co-CEO of Upfluence, explains how CMOs can measure what their marketing spend is really delivering.
Adobe is moving its CX Enterprise Coworker into the AI tools employees already use, while Orange France is rebuilding fulfillment execution and both Zendesk and Oracle are leaning on Gartner recognition to frame AI-led service as a buyer evaluation issue for 2027.
