Digital Transformation
The 57% Problem: Why Omnichannel Strategy is Stalling in 2026
Omnichannel customer communication has become one of the defining priorities for organizations looking to improve customer experience, increase operational e...
Nicole Willing · 6 min read · 8 Sept 2026
UJET Says Contact Center AI Adoption Is Moving Too Fast, Which Creates New Risks
Contact center AI adoption is accelerating, but UJET’s recent customer visits suggest speed alone is a weak measure of progress. This emerged as a central th...
Rob Wilkinson · 7 min read · 8 Sept 2026
What AI Needs to Actually Be Useful in a Contact Center
Contact center AI is only as useful as the environment it works inside. That may sound obvious, but it is where many AI projects start to fail. Leaders inves...
Rob Wilkinson · 7 min read · 20 Aug 2026
The CRM Trap: Why Most Contact Centers Are Paying for Integrations That Don't Actually Work
Many contact centers have CRM integrations that technically work, but still fail the people who use them every day. That distinction matters because agents a...
Rob Wilkinson · 5 min read · 13 Aug 2026
Five Costly Mistakes Enterprises Make When Replacing a Legacy Contact Center Platform
The decision to replace a legacy contact center platform rarely comes at a convenient moment. It is usually triggered by a vendor in distress, a support cont...
Nicole Willing · 5 min read · 10 Aug 2026
Enterprises Still Running On Outdated Platforms Face Risks They Can No Longer Afford To Ignore
The contact center market has undergone significant change in recent years, prompting many enterprises to reassess the long-term viability of legacy platform...
Nicole Willing · 5 min read · 3 Aug 2026
ServiceNow on the CX Shift Legacy CRM Can’t Handle
Rob Wilkinson speaks with Mark Ashton, VP Solution Consulting CRM, EMEA at ServiceNow , about why traditional CRM is no longer enough for modern customer exp...
Rob Wilkinson · 1 min read · 29 Jul 2026
Wix Headless Turns AI-Built Websites Into Customer-Ready Experiences
Wix Headless now connects AI-built websites to backend infrastructure, helping businesses launch more functional digital experiences.
Francesca Roche · 4 min read · 21 Jul 2026
The Public Sector AI Shift Is Accelerating and Some Teams May Be Left Behind
Public sector transformation does not move on hype alone. It moves under pressure, scrutiny, and long-term delivery demands. This conversation explores what ...
Rob Wilkinson · 1 min read · 9 Jul 2026
Why Most CX Migrations Fail – And How to Avoid It
When a CX migration goes sideways, the post-mortem almost always points the finger at technology. If this were a whodunit, technology would be the butler, th...
Rhys Fisher · 5 min read · 30 Jun 2026
The CX Modernization Sequence That Pays
Ask ten enterprise CX leaders what they're modernizing first, and you'll likely get ten different answers. Some are deep into AI pilots, others are finally c...
Rhys Fisher · 5 min read · 25 Jun 2026
From Conversation to Case Action: Automating ServiceNow Workflows from Live Voice with Vonage
Rob Wilkinson speaks with Jonathan Kershaw, Director of Product Management at Vonage , about how live voice can bring real-time voice transcription and con...
Rob Wilkinson · 1 min read · 16 Jun 2026
The Board-Floor Gap Is Closable - Here's the AI Playbook
If you read our scene-setter on the Board vs. The Floor tension — or watched the full video interview with Salesforce's SVP of Agentforce Contact Center — yo...
Rob Scott · 5 min read · 10 Jun 2026
Stop Tool Sprawl: Why Scaling Teams Need a Modern Business OS, Not More Software
Growing beyond a small, tightly knit team often marks a turning point for enterprises, where systems that once felt lightweight and efficient begin to strain...
Francesca Roche · 8 min read · 4 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 · 4 min read · 3 Jun 2026
Your Board Wants ROI in Six Months - Your Contact Center Needs Eighteen
Is your board expecting AI ROI in six months while your contact centre needs eighteen? You're not alone — and that gap is producing some genuinely bad decisi...
Rob Scott · 1 min read · 3 Jun 2026
Avaya and avatarin Extend AI CX Into Physical Service Environments
Avaya and avatarin integrate platforms to improve continuity, context, and coordination across customer experience ecosystems
Francesca Roche · 4 min read · 27 May 2026
From Chatbot to Full Multimodal: A Practical CX Roadmap
From an organizational perspective, the case for multimodal AI agents in CX is fairly open and shut. Multimodal can enable richer, visual, voice-enabled inte...
Rhys Fisher · 5 min read · 30 Apr 2026
Insurance CX Is Losing Customers at the Worst Possible Moment: Payment
In insurance, there’s a moment where everything is on the line, the point of sale where the agent needs to take payment to secure cover and bind the policy. ...
Nicole Willing · 5 min read · 28 Apr 2026
How to Win Buy-In for Agentic AI Investments Across the Enterprise
As AI agents become more capable, many enterprises are discovering that automating customer interactions is no longer a decision for customer experience team...
Nicole Willing · 6 min read · 9 Apr 2026
The Smart SMB Play for CX: Transparent, Integrated, Practical AI
GoTo is urging SMBs to rethink how they adopt AI for customer experience, shifting the focus from hype-driven experimentation to practical, purpose-built too...
Rob Wilkinson · 4 min read · 8 Apr 2026
Everything You Always Wanted to Know About CX (But Were Afraid to Ask)
Small and mid-sized businesses still flinch when they hear the words ‘contact center’. The term feels expensive, complex, and built for enterprises with glob...
Rob Wilkinson · 4 min read · 1 Apr 2026
The Connective Tissue of CX: Solving IT Fatigue with Interoperability
For years, enterprises have treated customer experience transformation as a technology problem. New platforms have promised richer engagement, more channels ...
Nicole Willing · 6 min read · 30 Mar 2026
The Strategic CX Question Most Brands Cannot Answer
Want to dive into strategic CX? Colin Shaw, Founder & CEO of Beyond Philosophy explains how to unlock digital transformation in CX.
Rob Wilkinson · 1 min read · 2 Mar 2026
Tool Sprawl Is Killing Your AI Strategy – Here's the Fix
For years, the answer to every contact center challenge seemed to be adding another tool. Better analytics? New vendor. Improved workforce management? Anothe...
Rhys Fisher · 6 min read · 25 Feb 2026
AI Receptionists Are Becoming Digital Labor (and the ROI Is Getting Real)
AI receptionists automate calls and appointments, reduce missed opportunities and deliver ROI for businesses, but are audiences noticing?
Francesca Roche · 5 min read · 18 Feb 2026
How Sales Enablement Technology Will Transform the Revenue Team by 2030
Sales enablement technology connects revenue goals, skills and workflows, and consistency in every interaction.
Sean Nolan · 7 min read · 24 Jan 2026
WEF Taps Salesforce EVA Agent to Orchestrate CX for 3,000 Leaders in Davos
Salesforce and the World Economic Forum launch EVA, an agentic assistant built on Salesforce Agentforce 360 for Davos 2026, using AI and Data 360 to personalise schedules, navigation, and briefing documents for 3,000 attendees and showcasing a new model for large-scale CX innovation.
Rob Wilkinson · 5 min read · 19 Jan 2026
Why Shared Customer Memory is the Number One Thing You Should Demand from Cross-Channel Vendors
Looking for the best cross-channel vendors to support your AI and automation strategy? Here's why shared customer memory matters.
Rebekah Carter · 12 min read · 16 Jan 2026
Agentic AI or Agentic Hype? A Field Guide for Skeptical CX Leaders
For all the noise in the CX market, few organisations are solving the right problem, I’ve seen plenty of "next big things" come and go and right now, "Agenti...
Rob Wilkinson · 5 min read · 14 Jan 2026
Unified Journey Orchestration vs Marketing Automation: The Difference Most CX Leaders Learn Too Late
Understanding their key differences, and getting to grips with what you need to optimize CX most effectively.
Rebekah Carter · 11 min read · 11 Jan 2026
Beyond AI-Enhanced: Are You Truly AI-Native Yet?
Your CX stack has AI, but is it truly transforming your business in real time? I've seen many organizations invest heavily in artificial intelligence, integr...
Rob Scott · 3 min read · 8 Jan 2026
How Data Layers and AI Are Rewriting the CCaaS Market
CCaaS market trends 2026 will hinge on data gravity, AI outcomes, and integration depth - plus consolidation and lock-in risk for buyers.
Sean Nolan · 4 min read · 7 Jan 2026
Fixing the Tech-Stack Cracks That Hurt Your CX With (Experience Orchestration)
Discover how experience orchestration unifies CX systems, reduces friction, and drives real-time customer outcomes.
Rebekah Carter · 12 min read · 31 Dec 2025
Get Ready for AI RevOps: The Revenue Org Is About to Change
AI RevOps and agentic AI revenue teams are about to change everything for companies. Here's how to prepare.
Rebekah Carter · 13 min read · 28 Dec 2025
Why ERP Systems Matter More When Customer Expectations Keep Rising
Explore how ERP systems for CX can unify business functions, enhancing collaboration and improving customer experiences.
Rebekah Carter · 17 min read · 24 Dec 2025
Sales Team Upskilling for Enterprise AI Adoption
Learn how sales team upskilling, sales training, and AI sales training can turn your salestech into real revenue impact.
Sean Nolan · 5 min read · 20 Dec 2025
From Feedback to Financial Impact: The ROI of Unified Experience Management®
Many talk about AI, but few truly leverage its power to link customer feedback directly to financial performance. I've heard countless CX leaders express the...
Rob Scott · 3 min read · 18 Dec 2025
The BPO Wake-Up Call: A Complete Guide for CX Leaders
Discover what BPO is, how business process outsourcing works, and why it has become essential for modern customer experience teams.
Rebekah Carter · 14 min read · 11 Dec 2025
Microsoft Invests $36.5BN into India and Canada for AI Initiative, Expanding Local Customer Services
Understand the significance of Microsoft's investment to localize AI in India and Canada, transforming digital landscapes and skills.
Francesca Roche · 7 min read · 10 Dec 2025
ServiceNow to Modernize Canada's Public Sector with AI Deployment Services in $100MN Investment
ServiceNow is committed to providing AI deployment capabilities in Canada, supporting scalability and compliance in the public sector.
Francesca Roche · 3 min read · 9 Dec 2025
IBM and Riyadh Air Collaborate to Launch AI Native Customer Travel Services
Explore the future of travel as IBM and Riyadh Air expand partnership, creating an AI-native airline for superior customer service.
Francesca Roche · 6 min read · 8 Dec 2025
Deeper Integrations, Smarter Service: How SequenceShift Bridges Salesforce & Amazon Connect
In today’s fast-moving CX world, contact center leaders are under constant pressure to untangle a mess of tools and platforms and get them working smoothly t...
Rhys Fisher · 3 min read · 8 Dec 2025
AI Telecom Routing is the Answer to the Growing Costs of Legacy IVR
Discover how AI telecom routing boosts FCR, reduces misroutes and improves CX with smarter decisions across apps, voice, chat and network workflows.
Rebekah Carter · 9 min read · 2 Dec 2025
Microsoft Steps Up Efforts to Support European Customers' Data Sovereignty
Microsoft steps up to help European customers maintain control over their data while fostering innovation and resilience.
Nicole Willing · 7 min read · 1 Dec 2025
2025 CX Trends Part 1: How Agentic AI is Set to Deliver on Decades of Broken Promises
Gain valuable forecasts in CX Trend Series 2025 Part One, highlighting significant trends in customer experience and AI advancements.
Francesca Roche · 6 min read · 1 Dec 2025
Sales Automation: How to Cut Admin and Sell More
Discover how sales automation and AI for sales can free up your team's time for selling - boosting their productivity.
Sean Nolan · 5 min read · 28 Nov 2025
The Contact Center Playbook for Risk-Free Modernization
In customer experience, the freshest, fastest, and shiniest tools often dominate the headlines. New channels, new AI tools, new cloud platforms, each promisi...
Rhys Fisher · 5 min read · 26 Nov 2025
Stop Wasting Money on Empty AI: Build Value That Lasts
We’ve all been guilty of blindly following the latest trend at one point or another. For this writer, as much as it pains me to admit, it was the trademark s...
Rhys Fisher · 4 min read · 26 Nov 2025
Zoom Reveals AI Transformation Strategy in Latest Earnings Report
Zoom has announced its decision to double down on its AI-first vision across communications. The communications platform disclosed its Q3 earnings on Monday,...
Francesca Roche · 4 min read · 25 Nov 2025
Salesforce Launches Tools to Support Visibility in Large Scale AI Deployment
Find out how Salesforce AI Observability tools aid in analyzing AI agent performance and driving actionable insights for businesses.
Francesca Roche · 3 min read · 24 Nov 2025
Unlock the Hidden Value Inside Your QA Data
For years, quality assurance in the contact center has been steady but strangely narrow in its focus. Scorecards, consistency checks, and compliance boxes ha...
Rhys Fisher · 4 min read · 24 Nov 2025
Customer Loyalty Management Gets Intelligent
how customer loyalty management helps enterprises drive retention, improve CX, and build trust using integrated systems.
Rebekah Carter · 13 min read · 22 Nov 2025
Stop CCaaS Migration Blunders Before They Cost Millions
For many, CCaaS is viewed as the golden ticket to customer experience modernization. With enterprises under growing pressure to scale up their CX platforms, ...
Rhys Fisher · 4 min read · 19 Nov 2025
Less Tech, More Flow: Why Orchestration Is the New CX Power Move
Explore CX orchestration to avoid the pitfalls of Frankenstack technology. Learn how to streamline customer experience effectively.
Sean Nolan · 3 min read · 19 Nov 2025
Cisco Outlines Strategy to Help Customers Struggling With AI Adoption
Cisco addresses the AI readiness gap by enhancing customer experience and driving growth in AI product adoption and investment.
Francesca Roche · 5 min read · 13 Nov 2025
Personalization in Travel: How Berlin Airport Turns Data and AI Into Real Passenger Value
Airports aren’t usually places people describe as thoughtful. You show up, you queue, and you wait to leave. It’s not hostile, just a bit mechanical. Berlin ...
Rebekah Carter · 10 min read · 12 Nov 2025Your Measurement Strategy is Missing the Real ROI of Workflow Automation
Are you really getting a clear look at the ROI of workflow automation? Here's what you need to be measuring.
Rebekah Carter · 8 min read · 11 Nov 2025
Cracks in CX: Customer Journey Fragmentation Is Becoming Too Expensive to Ignore
Customer journey fragmentation is breaking your CX stack crack by crack. Learn how to fix it.
Rebekah Carter · 9 min read · 7 Nov 2025
ServiceNow and NTT DATA Expand Partnership to Deliver Global Agentic AI Solutions
Uncover the future of AI with the ServiceNow and NTT Partnership, designed to deliver transformative solutions for various enterprises.
Francesca Roche · 2 min read · 6 Nov 2025