Latest News

Service Management & Connectivity

Vonage’s 36-Hour SMS Outage Exposes a Single Point of Failure

Contact Center & Omnichannel​

What NiCE’s $670M HMRC Deal Really Tells Us About Enterprise CCaaS

AI & Automation in CX

Your Contact Center AI Isn’t Failing – Your Deployment Is

AI & Automation in CX

The New AI Risk No One Is Talking About: Lock-In

AI & Automation in CX

“Customers Are Willing To Pay for AI if It’s Good AI,” Says RingCentral

CRM & Customer Data Management

Salesforce’s API‑First Strategy For Headless Is Reframing the Role of CRM Interfaces

AI & Automation in CX

The Last Support Revolution: How Multimodal AI Is Reinventing CX

Contact Center & Omnichannel​

NiCE’s $670M HMRC Megadeal – Is Enterprise CCaaS Now a Two-Horse Race?

AI & Automation in CX

IMF Warning on Claude Mythos Indicates AI Could Turn Financial CRM Into a Systemic Cyber Risk

Customer Analytics & Intelligence

Your Customer Intelligence Isn’t Missing Data. It’s Missing Context at the Exact Moment It Matters

AI & Automation in CX

Will AI Replace Your WEM Platform? ServiceNow’s President Says No

Customer Analytics & Intelligence

The Customer Analytics & Intelligence Adoption Gap: Why ‘AI QA’ Looks Strong in Reports but Weak on the Floor

Community & Social Engagement

Why Are Your Most Valuable Customers Engaging Everywhere Except Your Community Platform?

AI & Automation in CX

Your AI Agents Are Ready. Your Enterprise Probably Isn’t

Service Management & Connectivity

Coinbase Customers Left Hot Under the Collar After AWS Cloud Data Center Overheats, Disrupting Service

AI & Automation in CX

Why Most Enterprise Support Stacks Aren’t Ready for AI Agents