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104 stories · last 30 daysyesterday
One Queue? The ITSM and Customer Service Convergence Nobody Can IgnoreNews· Service Operations · 15hWho Controls the Agents? JPMorgan and NVIDIA Tackle AI Security RisksNews· CX Trust · 18hFriday 16 October
Why Customer Engagement Is Still Too Slow to Be PersonalvideoInterview· Journey Orchestration · 16 Oct 2026The AI Handoff Problem CX Leaders Need to FixSponsored· Journey Orchestration · 16 Oct 2026The Hidden Cost of Manual Contact Center SchedulingvideoInterview· Agent Experience · 16 Oct 2026Will Consumer AI Agents Force Businesses to Rethink CRM?Interview· CRM & Data · 16 Oct 2026Thursday 15 October
How IAA Transformed Its Contact Centre with Five9 AIvideoInterview· Contact Center · 15 Oct 2026How Customer Simulations Turn Research Into Valuable InsightvideoInterview· CX AI · 15 Oct 2026Why Resolution Is No Longer Enough for Customer Experience LeadersvideoSponsored· CX AI · 15 Oct 2026Muse Shows Why AI May Grow the Contact Center AgainNews· Contact Center · 15 Oct 2026Why Fragmented Retail Media Data Damages Customer IntelligencevideoInterview· CX Intelligence · 15 Oct 2026Wednesday 14 October
When Stolen Identity Data Turns Your Next Customer Into a FraudstervideoInterview· CX Trust · 14 Oct 2026Sanas Launches Supervised AI, Keeping Humans in Control of AI CallsvideoNews· Contact Center · 14 Oct 2026WebexOne 2026: GetixHealth on Buying Into the Webex RoadmapvideoSponsored· Contact Center · 14 Oct 2026AI Agent Observability Just Changed Again, What Next?News· Service Operations · 14 Oct 2026Can Enterprises Trust AI to Do the Work, Not Just the Demo?videoSponsored· Contact Center · 14 Oct 2026Why Martech Alignment Matters More Than FeaturesvideoInterview· Revenue Tech · 14 Oct 2026CCW Nashville 2026: Key AI and Customer Experience TakeawaysExplainer· Contact Center · 14 Oct 2026Tuesday 13 October
Salesforce Loops Deal Targets CX Problems Before They HitNews· CX Intelligence · 13 Oct 2026AI Agents Are Becoming the New Customer Front DoorNews· Journey Orchestration · 13 Oct 2026Heathrow, Google and the ICO on Smarter, Safer CX DataNews· CX Intelligence · 13 Oct 2026Is Contact Center AI for Augmentation Missing the Opportunity?Sponsored· CX AI · 13 Oct 2026From Heathrow to the Bundesliga, CRM Gets Closer to the CustomerNews· CRM & Data · 13 Oct 20263 Consumer Expectations Defining AI in CX This WeekNews· CX AI · 13 Oct 2026Monday 12 October
Why Churn is a Customer Experience Warning, Not a MetricvideoInterview· Journey Orchestration · 12 Oct 2026How CX Leaders Should Own AI Agent PerformancevideoSponsored· CX AI · 12 Oct 2026Redesign Not Replace: How to Prepare Your Frontline Team SuccessfullyNews· Agent Experience · 12 Oct 2026Sunday 11 October
The Community Platform Migration Fight Just Got More ExpensiveNews· Community CX · 11 Oct 2026Saturday 10 October
The Reliability Stories CX Leaders Can’t Afford to MissNews· Service Operations · 10 Oct 2026What ASOS, AI Agents and 400+ Vulnerabilities Reveal About CX RiskNews· CX Trust · 10 Oct 2026more as you scroll