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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.
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
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.
Twilio’s third-quarter results point to rising CX demand for AI voice, richer messaging, agent identity and contact center modernization, as customer engagement infrastructure shifts toward more autonomous interactions and trusted AI-led service journeys.
Salesforce’s Cresta agreement gives Agentforce a major voice AI asset, but analysts warn the harder test is coherence. CX buyers now need to assess integration, platform neutrality, and whether voice automation improves real customer resolution economics.
Google, Cordial and Twilio are advancing a new customer intelligence model, where trusted product, profile and interaction data gives AI agents the context to make real-time decisions. But CX leaders must retain visibility, governance and clear human accountability.
From a new headless CDP to customer identity across automotive brands and sales intelligence inside Snowflake, this week's CRM and customer data announcements indicate a growing focus on making trusted customer context available wherever AI-driven work happens.
As enterprises scramble to govern an increasingly unruly AI agent workforce, Gartner’s inaugural Magic Quadrant for AI Agent Management Platforms puts Microsoft, IBM, and ServiceNow in the Leader quadrant, while AWS, ServiceNow, OneReach.ai, and Gravitee are named Challengers.
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