"Be the 5%": Amazon Connect Customer Reveals the Ultimate AI Playbook
I have a confession to make. I came to CCW Las Vegas expecting the usual mix of keynote optimism and carefully managed case studies. What I did not expect ...
Rob Scott · 21 Jul 2026
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually look...
Rob Scott · 20 Jul 2026
The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said.
I have sat through a lot of panels at customer experience events. Most of them are polite. Speakers agree with each other. Nobody says the uncomfortable thin...
Rob Scott · 2 Jul 2026
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the...
Rob Scott · 1 Jul 2026
CCW 2026: The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said
Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect Customer) , Deepak Nair (SVP, AI Transformation, Citizens Bank) , and Justin Robbins (Founder an...
Rob Scott · 1 Jul 2026
Alorica and Crescendo Partner to Bring AI into Live Enterprise Service Channels
Alorica and Crescendo aim to bring AI-native CX orchestration to enterprise live channels, combining automation with human support.
Nicole Willing · 26 Jun 2026
RingCentral AIR Pro Gets Agentic AI Upgrade as Contact Centers Shift Toward Autonomy
RingCentral has expanded AIR Pro with native AI agents, autonomous outreach, intelligent handoffs and AI-powered workflows for RingCX.
Nicole Willing · 25 Jun 2026
The End of 'Hold Please': How AI Guidance Is Fixing the Contact Center's Biggest CX Failure
Rob Scott meets up with Jonathan 'JR' Ranger, CCO at CallMiner , on the floor of CCW Vegas 2026 to talk through the company's newly announced Real-Time AI Gu...
Rob Scott · 24 Jun 2026
Krisp Expands Contact Center AI Platform With Voice Security and Speech Analytics
Voice AI provider Krisp adds real-time voice security and automated speech analytics to help contact centers secure customer interactions.
Nicole Willing · 23 Jun 2026
CallMiner Puts Human Oversight at the Heart of Real-Time AI Guidance
CallMiner launches agent-initiated AI guidance at CCW Las Vegas, bringing context-aware, transparent support to contact center interactions.
Francesca Roche · 22 Jun 2026
Zoom Pushes CX AI Beyond Deployment at CCW
Zoom launched Agent Architect and Agent Performance Suite to help CX teams optimize AI performance and improve customer outcomes.
Rob Wilkinson · 22 Jun 2026
Amazon Connect Customer Brings Live Sync and the Agentic CX Designer to CCW - Here Is Why That Matters
Live Sync. The Agentic CX Designer. A United Airlines first deployment. Here is what Amazon Connect Customer is announcing at CCW Las Vegas 2026 and why it matters.
Rob Scott · 22 Jun 2026