Latest Customer Engagement Platform News

AI & Automation in CX

Two Lanes, One Outcome: Designing Dual Paths for Humans and AI

Customer Engagement & Journey Orchestration

Enterprise AI Video Has a Relevance Problem

Community & Social Engagement

Your Community Isn’t Engaged – It’s Just Watching Without Ever Taking Action

Customer Engagement & Journey Orchestration

Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2026: The Rundown

Contact Center & Omnichannel​

CMP Research Reveals the Top Priorities Reshaping CX and Contact Centers

AI & Automation in CX

Talkdesk Launches Proactive AI Agents, Urges Leaders to Stop Reacting to the Market

Customer Engagement & Journey Orchestration

Inside Brightcove Prism: How UX Consistency Became a CX Advantage

Community & Social Engagement

Is Your Community Strategy Quietly Eroding Trust by Controlling Too Much?

AI & Automation in CX

Openreach’s Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE

CRM & Customer Data Management

How to Build a Real-Time Customer Data Layer That Reflects Behaviour, Not History

Customer Engagement & Journey Orchestration

How to Build a Decision-Led Orchestration Engine That Adapts Faster Than Customers Change

Community & Social Engagement

Brand Awareness Is Overrated, Sprinklr Social Index Finds

Community & Social Engagement

How to Turn Community Engagement Into a Measurable Revenue Driver Instead of a Vanity Metric

AI & Automation in CX

Anthropic Targets SMB AI Adoption Gap with Claude for Small Business

Customer Engagement & Journey Orchestration

Why Does Your “Real-Time” Customer Engagement Arrive Too Late to Matter?

Community & Social Engagement

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