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Discord has a problem in Brazil. Regulators want proof that its safety measures do what they're supposed to. Reddit's reworking its moderator tools, while Khoros and Gainsight are making it easier to connect communities with support and knowledge systems. For CX teams, there's plenty to test.
ITSM and customer service are starting to share the same AI agents, service layers and operational data. That could mean fewer handoffs and a faster path from an employee issue to a customer resolution, provided shared execution doesn’t blur permissions, ownership or accountability.
This week’s security news highlights the growing gap between agentic AI adoption and AI assurance. Meanwhile, ransomware threats are becoming more personal, stolen financial credentials are climbing, and retail remains exposed to complex cyber risks.
Brands have more customer data, dashboards, and campaign tools than ever. Yet turning a useful signal into the right response can still take days, multiple systems, and several teams. Amperity’s new AI agent, Pér, highlights the challenge of acting faster without losing context, control, or trust.
8x8’s WFM customer base grew by more than 170% since November 2025 as contact centres seek simpler alternatives to spreadsheet-led planning. Lisa Orford explains why AI is changing the work agents handle, and why workforce, quality, and coaching data must increasingly work together.
Consumer AI agents could change how people make purchasing decisions and interact with customer service teams. That raises questions for CRM leaders about customer relationships, data and how businesses maintain their place in an increasingly AI-mediated customer journey.
At CCW Nashville, IAA and Five9 shared how an employee-first, AI-enabled contact centre strategy increased digital engagement, reduced case backlogs and improved NPS. The transformation shows why agent experience, trusted data and strategic partnerships are central to modern CX.
Customer insight has long been limited by traditional research methods, leaving teams to make decisions with an incomplete picture of their buyers. Gather CEO & Co-Founder Mayank Mehta discusses whether AI simulations can make that insight more immediate, without losing the human perspective.
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