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Analysis & interviews.
58 stories · last 30 daystoday
Why Customer Engagement Is Still Too Slow to Be PersonalvideoInterview· Journey Orchestration · 7hThe AI Handoff Problem CX Leaders Need to FixSponsored· Journey Orchestration · 9hThe Hidden Cost of Manual Contact Center SchedulingvideoInterview· Agent Experience · 10hWill Consumer AI Agents Force Businesses to Rethink CRM?Interview· CRM & Data · 13hyesterday
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 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 2026WebexOne 2026: GetixHealth on Buying Into the Webex RoadmapvideoSponsored· Contact Center · 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 2026Tuesday 13 October
Is Contact Center AI for Augmentation Missing the Opportunity?Sponsored· 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 2026Friday 9 October
Retailers Cannot Allow WhatsApp to Become a Spam ChannelvideoInterview· Journey Orchestration · 9 Oct 2026Why Customer Service AI Needs a Post-Launch Operating ModelSponsored· CX AI · 9 Oct 2026Your CRM Data Could Hold the Key to AI DifferentiationvideoInterview· CRM & Data · 9 Oct 2026Thursday 8 October
How Consumer Attitudes to AI Are Reshaping Contact CentersvideoInterview· CX AI · 8 Oct 2026Why the Agent Zoo Creates a Performance ProblemvideoSponsored· CX AI · 8 Oct 2026Why Twilio Says Voice Will Reshape Customer JourneysvideoInterview· CX AI · 8 Oct 2026AI Handoffs Should Feel Seamless. Why Aren’t They?Sponsored· Journey Orchestration · 8 Oct 2026Marketers Have Months Left to Spot Human IntentvideoInterview· CX Intelligence · 8 Oct 2026Wednesday 7 October
WebexOne 2026: Cisco Dialog Turns AI Agents Into AdvocatesvideoSponsored· Contact Center · 7 Oct 2026Why ServiceNow Says AI Agents Demand a New Security ModelvideoInterview· CX Trust · 7 Oct 2026Turning Teams Recordings into Conversation IntelligenceSponsored· CX Intelligence · 7 Oct 2026Tuesday 6 October
SAP Launches Autonomous CX AI Assistants at Connect 2026videoInterview· CX Intelligence · 6 Oct 2026What Is Touchless Resolution? How AI Moves Beyond AutomationSponsored· Contact Center · 6 Oct 2026Monday 5 October
How Thames Valley Police Is Using AI to Flag VulnerabilityvideoInterview· Agent Experience · 5 Oct 2026Why 100% Interaction Analysis is the New Contact Center StandardvideoInterview· Contact Center · 5 Oct 2026more as you scroll