NiCE World London 2026 Is Almost Here, and the CX Agenda Looks Hard to Ignore
NiCE World London 2026 will bring CX leaders, AI specialists, and enterprise decision-makers to Olympia London on July 2 for its main event day, with July 1 ...
Rob Wilkinson · 26 Jun 2026
CCW Vegas 2026: 10 CX Trends That Prove the Industry's AI Honeymoon Is Well and Truly Over
CCW Vegas 2026: 10 CX trends covering the UJET zero-agents finding, Sinch's 74% AI deployment reversal stat, Salesforce Agentforce, the Verizon versus IKEA workforce debate, Amazon Rufus accuracy data, Forrester omnichannel maturity research, and the rise of GEO replacing SEO for CX brands and enterprise buyers
Rob Scott · 26 Jun 2026
Why Enter the CX Awards in 2026? The Market Demands Proof.
The market demands proof, not promises. Complete your CX Awards registration today to showcase your customer experience excellence to buyers.
Rob Scott · 18 Jun 2026
CX Awards 2026 - Where Outcomes Get Recognized
CX Awards 2026 returns to recognize the platforms, leaders, and innovations delivering real customer experience outcomes & AI innovation.
Rob Scott · 8 Jun 2026
NiCE World 2026: Where CX AI Gets Real in Orlando
NiCE World 2026 brings CX, contact center, and AI leaders to Orlando with Scott Russell, Jason Sudeikis, AI agents, and CXone sessions.
Rob Wilkinson · 28 May 2026
Customer Contact Week Vegas 2026: Less Hype, More Operating Discipline
Customer Contact Week Vegas 2026 runs June 22-25 at Caesars Forum. See key sessions, speakers, AI themes, pricing, and planning tips.
Rob Wilkinson · 22 Apr 2026
ServiceNow Knowledge 2026 Event Guide For CX Leaders
ServiceNow Knowledge 2026 in Las Vegas runs May 5-7. Here are the key CX sessions, speakers, and AI agent themes to plan your agenda.
Rob Wilkinson · 21 Apr 2026
Why Sun River Health Fixed Employee Friction Before Fixing Patient Experience
How Sun River Health modernized its contact center using AI and RingCentral to reduce employee friction, improve first‑call resolution, and deliver better patient experiences.
Rob Scott · 12 Mar 2026
Enterprise Connect 2026: Why Vegas is the CX Decision-Maker's Must-Attend Event
Enterprise Connect 2026 brings 80+ CX vendors to Las Vegas March 10-12. From AI ROI proof to agent burnout solutions, discover why this is the decision point for customer experience leaders.
Rob Scott · 9 Feb 2026
Amazon’s AgentCore Moment: Letting Contact Center AI Finally Go Off Script
Amazon’s Q4 2025 earnings spotlight Bedrock AgentCore and agentic AI, signaling a shift from scripted bots to governed autonomous agents in the contact center.
Rob Wilkinson · 9 Feb 2026
CX Leaders, Stop Repeating These 3 Service Mistakes in the Age of AI
At CCW Orlando, Barasch & McGarry COO Sangeetha Rai revealed three service mistakes CX leaders repeat in every evolution of customer experience, from outsourcing to AI.
Rob Wilkinson · 29 Jan 2026
Cisco and Proto Hologram Demo an Edge AI Hologram for Retail CX
Cisco and Proto Hologram demonstrated Kailey, an edge AI hologram chatbot, at NRF. Learn what the Cisco Unified Edge deployment could mean for retail customer experience and in-store support.
Rob Wilkinson · 14 Jan 2026
CCW Orlando 2026: Your Complete Event Guide
Customer Contact Week (CCW) Orlando 2026 runs 21–23 January at JW Marriott Bonnet Creek, uniting CX and contact centre leaders to explore AI, CX strategy, workforce upskilling, and modern customer contact.
Rob Wilkinson · 12 Jan 2026
The Essential 2026 Conference Calendar for Contact Center and CX Leaders
Discover the 11 most influential contact centre and CX conferences in 2026, from Enterprise Connect and CCW Las Vegas to AWS re:Invent and GITEX Global. Essential dates for CX leaders navigating AI, omnichannel strategy, and customer operations transformation.
Rob Wilkinson · 24 Dec 2025
Letter from AWS re:Invent: What Contact Center Leaders Actually Said About Deploying Agentic AI
Rob Scott reports from AWS re:Invent 2025, where contact center leaders revealed the real obstacles to agentic AI—fear, observability, and the robot pause—and how Amazon Connect is addressing them.
Rob Scott · 9 Dec 2025
Why Wall Street is Suddenly Nervous About Your Contact Center Vendor
Rob Scott and Zeus Kerravala discuss the end of the per-seat model. Discover why AI agents are disrupting contact center economics at AWS re:Invent.
Rob Scott · 5 Dec 2025
Amazon Connect: Turning the "Sorry about that" Department into the "You might like this" Department
AWS re:Invent 2025: Ayesha Borker and Jack Hutton show how Amazon Connect uses 25 years of retail AI to transform contact centers from cost centers into revenue drivers.
Rob Scott · 4 Dec 2025
The Flight Simulator for Agentic AI: Navigating Observability in Amazon Connect
AWS re:Invent 2025: Mike Wallace explains how Amazon Connect acts as a "Flight Simulator" for Agentic AI—enabling safe testing, observability, and guardrails.
Rob Scott · 3 Dec 2025
Amazon Connect Removes the Fear of AI deployment for Contact Center Leaders
AWS re:Invent 2025: Keith Ramsdell reveals how Amazon Connect's new autonomous agents, Nova Sonic voices, and simulation tools remove the fear of AI deployment.
Rob Scott · 2 Dec 2025
AWS re:Invent: You Don’t Have to Choose Between Human and Agentic
Is the future 100% AI or Human? Amazon Connect VP Pasquale DeMaio reveals why you don't have to choose. Explore Agentic AI updates from AWS re:Invent 2025.
Rob Scott · 2 Dec 2025
Amazon Connect Delivers "Superhuman" Powers for Frontline Teams at AWS re:Invent
AWS re:Invent News: Amazon Connect launches Agentic AI to give frontline teams "superhuman" powers. Explore the 29 new features for managers and agents
Rob Scott · 1 Dec 2025
Amazon Nova Sonic: The End of the "Robot Pause" in CX?
Amazon Nova Sonic just launched for CX leaders at AWS re:Invent. Discover how this speech-to-speech model removes the "robot pause" and handles interruptions for contact centers.
Rob Scott · 1 Dec 2025
The Strategic CX Leader's Guide to Navigating AWS re:Invent 2025
AWS re:Invent 2025 event primer for CX leaders: 43 Amazon Connect sessions on agentic AI, proven ROI case studies, navigation tips. December 1-5, Las Vegas.
Rob Scott · 21 Nov 2025
Dreamforce 2025: The Top Announcements, ft. Agentforce 360, The New Slack, & Apromore Acquisition
50,000 people are descending on San Francisco for one of the biggest events in the enterprise technology calendar: Dreamforce. The 23 rd annual conference is...
Chris Porter · 13 Oct 2025
SAP Connect 2025: The Top 10 Announcements (So Far!)
SAP’s push into AI agents with Joule and its fast-tracked cloud migrations mean that one major conference a year no longer suffices. In addition to the annua...
Chris Porter · 6 Oct 2025
Zoomtopia 2025: The Top 10 Announcements
Zoom is spreading a clear message at Zoomtopia 2025: it’s a platform built for people. Employees, entrepreneurs, creators, educators… they’re the ones drivin...
Chris Porter · 17 Sept 2025
Qualtrics X4 2025: 5 Massive Announcements from the Experience Management Summit
Last week, Qualtrics made several major announcements that will shape the company’s future. Qualtrics X4 2025, the vendor’s experience management (XM) confer...
Rhys Fisher · 26 Mar 2025