How Can Community Platforms Turn Peer Engagement Into Retention?
Gainsight’s community platform approach highlights what B2B businesses should consider when connecting peer engagement and retention.
Lily Jemmett · 15 Sept 2026
What Does the OpenAI Hack Mean for Salesforce and other CRM Communities?
The OpenAI–Hugging Face incident is a warning for AI autonomy. Discover how CRM organisations help B2B teams govern peer communities safely.
Lily Jemmett · 3 Sept 2026
Debt Collection Needs a Human Touch. SequenceShift Lets Customers Pay Privately on Any Channel
Debt collection is one of the most emotionally charged interactions a contact center handles. Unlike a retail purchase or a service query, a debt collection ...
Nicole Willing · 14 Jul 2026
Why Amazon’s Salesforce MCP Move Matters For CX
Amazon Connect Customer and Salesforce integrated via MCP, signaling a major shift in AI orchestration, self-service, and contact center CX.
Rob Wilkinson · 14 Jul 2026
Beyond CSAT and AHT: The New Metric Stack for AI‑Driven CX
As CX leaders race to roll out automation, one reality is getting harder to ignore: traditional contact center metrics were built for a world of human produc...
Rob Wilkinson · 6 Jul 2026
Is Your Self-Service Strategy Reducing Costs or Trapping Valuable Customers in Support Loops?
If your self-service customer support strategy is trapping people in automation doom loops, you're in for a world of trouble.
Rebekah Carter · 29 Jun 2026
How AI Voice Ordering Is Freeing Restaurant Staff to Actually Do Hospitality
What does the future of restaurant service look like when the technology becomes invisible? Speaking with Andy Grindstaff, Director of Enterprise Restaurant ...
Francesca Roche · 18 Jun 2026
Containment Without Trust Is Costing Your Customer Service Team More Than You Think
As AI-powered customer service becomes central to enterprise customer experience strategies, companies are discovering that trust is more than a soft brand m...
Nicole Willing · 15 Jun 2026
Why AI Trained to Say “No” Is Failing Your Customers
There is a growing narrative that AI in customer service is being trained to “say no,” prioritizing containment and deflection to avoid passing customers ove...
Nicole Willing · 10 Jun 2026
The Contact Center AI Gap Nobody in the Boardroom Wants to Talk About
The scene is familiar to almost every CX leader working in a mid-to-large enterprise today. The CEO has seen the numbers. Salesforce cut its own customer sup...
Rob Scott · 3 Jun 2026
AI Is Everywhere in CX, So Why Don’t Agents Trust it Yet?
Despite widespread AI adoption, customer service agents still don’t trust outputs due to fragmented data and legacy workflows.
Francesca Roche · 22 May 2026
Modernising the Contact Center for Always-On Service: AI Promises, Human Reality
Modernizing the contact center for always-on service in 2026 means balancing CCaaS migration, AI self-service, agent experience, and governance. Insights from Nerys Corfield, Martin Teasdale, and Steve Blood.
Rob Wilkinson · 21 Jan 2026
ElevenLabs and Deutsche Telekom Bet Big on AI Voice Agents for Customer Service
ElevenLabs partners with Deutsche Telekom to bring AI voice agents to customer service via app and phone, enabling 24/7 support and more human-sounding voice CX, with comments from Deutsche Telekom Chief Product & Digital Officer Jonathan Abrahamson.
Rob Wilkinson · 15 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