The morning brief.

UJET’s Taylor Wittman argues that 100% conversation analytics is table stakes, not a coaching strategy. The real test is whether supervisors can turn every interaction into timely, specific guidance that helps agents improve next week, not next month

Sales AI cannot see the dinners, booths, and customer sites where deals are often won. Reevo's CEO David Zhu explains how instant capture can shorten sales cycles, how to handle recording consent, and why AI should take on the execution work, not the humans relationship.

New research from IPI and Talkdesk, alongside a subtle AWS workflow update, points to a practical contact center issue: automation is moving faster than the evidence layer, handoff model, and operational controls many enterprises need to prove outcomes.

Salesforce says Agentforce Coworker usage has grown 21x in three months, with new access through Microsoft Teams and a $50 per user pricing option. Analysts Zeus Kerravala and Liz Miller see a pragmatic, predictable play, but customer impact remains unproven.

Qualtrics SVP for Core AI Mark Hammond explains why customer expectations are outpacing traditional CX programs, why generic AI lacks the context to resolve issues effectively, and how simulation and structured business data can support better in-the-moment decisions.