Big CX News from Five9, Cisco, Meta & More
The latest and greatest news stories from the biggest vendors in the customer experience and service space, including: Five9, Cisco & Meta
Rhys Fisher · 14 Aug 2026
The Inaugural Gartner Magic Quadrant for Customer Service Knowledge Management Systems 2026: The Rundown
Gartner's Magic Quadrant for Customer Service Knowledge Management Systems is here. Meet the Leaders, Challengers, Visionaries & Niche Players
Rhys Fisher · 5 Aug 2026
Can RingCentral and NiCE Finally Unite UCaaS and CCaaS?
NiCE will resell RingCentral RingEX while RingCentral extends its CXone deal. Can the partnership deliver integrated UCaaS and CCaaS?
Rhys Fisher · 27 Jul 2026
Ericsson Appoints New Vonage CEO to Accelerate Its Turnaround
Ericsson has named Christophe Van de Weyer as Vonage CEO, tasking the former API leader with accelerating CPaaS and network API growth.
Rhys Fisher · 23 Jul 2026
Vonage On Bridging ITSM And CSM In ServiceNow Without Losing Context
Enterprises already run mature ITSM processes. Many also run customer-facing service operations with different priorities and tools. The trouble starts when ...
Rob Wilkinson · 16 Jul 2026
Why Cancellation Friction Is Becoming a Major CX Liability
Ofcom's record £28M fine against Virgin Media exposes how friction-by-design became a business model, and why regulators are out of patience
Rhys Fisher · 14 Jul 2026
Do You Lose More Customers From Bad Recovery Than From the Original Failure?
Discover how poor CX service recovery drives more customer churn than original failures and how to build a stronger support recovery process.
Sean Nolan · 26 Jun 2026
Is AI-Powered Service Going to Be More Expensive?
New Gartner research suggests the total cost of AI in service and support may exceed the savings from headcount reductions.
Adrian Swinscoe · 12 Jun 2026
Oracle Wins 30M Subscriber Telco Deal as Rivals Close In
Oracle's latest earnings call revealed a major Latin American telco win - but Salesforce and ServiceNow are targeting the same customers.
Rhys Fisher · 11 Jun 2026
Your CX Isn’t Failing in One Place. It’s Breaking in Chains You Can’t See
You don't have one CX problem, you have a service failure cascade waiting to happen. Here's how to stop it.
Rebekah Carter · 10 Jun 2026
Zoom: AI That Deflects Isn't Solving Your CX Problem
Zoom's Jodi Reuven argues that agentic AI, unified context, and the right metrics are what separate CX leaders from the rest.
Rhys Fisher · 5 Jun 2026
Inside Zendesk's Service Dividend in Action
Zendesk is automating 60% of Tier 1 and 2 enquiries and reinvesting the savings into higher-value service. Understanding 'service dividend'
Adrian Swinscoe · 5 Jun 2026
8x8 Launches Resolve to Reach the 70% of Workers Enterprise Tools Ignore
8x8's new Resolve platform delivers multi-channel critical alerts to frontline workers via SMS, WhatsApp, and voice.
Rhys Fisher · 4 Jun 2026
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2026: The Rundown
Twilio and Infobip lead Gartner's 2026 Magic Quadrant for CPaaS, with Vonage returning to the Leaders quadrant and 3 vendors debuting
Rhys Fisher · 29 May 2026
Is Your Service Management Strategy Just Reacting Faster to Problems Instead of Preventing Them?
Discover why faster incident response fails and how a proactive CX service management strategy prevents issues before they impact customers.
Sean Nolan · 28 May 2026
Big CX News from Vonage, Claude, Fin (Intercom) & Cisco
The latest news and insights from the world of CX and customer service, including: Vonage, Claude, Fin (Intercom), and Cisco
Rhys Fisher · 15 May 2026
Why Does Your CX Break Only When Customers Need It Most?
Discover why CX systems fail at peak demand and how a customer experience uptime strategy protects service reliability when it matters most.
Sean Nolan · 14 May 2026
Cisco Cuts 4,000 Jobs – But is Webex Contact Center Safe?
Cisco posted record revenue but left Webex off its investment priorities. Here's what the Q3 restructuring means for contact center customers
Rhys Fisher · 14 May 2026
Why Does Your Network Look Healthy While Customer Experience Is Quietly Degrading?
Your network can look healthy while CX degrades. See how connectivity performance gaps and network latency impact customer interactions.
Sean Nolan · 12 May 2026
Your CX Outages Aren’t Incidents. They’re Slow Failures You’ve Already Normalized
CX performance degradation is slowly destroying your reputation. Stop ignoring the slow failures in your tech stack.
Rebekah Carter · 12 May 2026
Vonage's 36-Hour SMS Outage Exposes a Single Point of Failure
A data center fire knocked Vonage's SMS infrastructure offline for 36 hours. We break down what happened and how enterprises should respond.
Rhys Fisher · 11 May 2026
Your AI Agents Are Ready. Your Enterprise Probably Isn't
Kyndryl's Agentic Service Management framework targets the governance gap stopping enterprise AI from scaling beyond pilots.
Rhys Fisher · 11 May 2026
Your Customer Experience Isn’t Failing - It’s Timing Out in Places You Don’t Monitor
Improve real time CX responsiveness by monitoring latency across integrations and key journeys instead of relying on uptime metrics alone.
Sean Nolan · 7 May 2026
Roundtable: Your Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know It
Three CX leaders get honest about why uptime metrics are masking the real resilience problem — and why deploying AI can make it worse.
Rhys Fisher · 6 May 2026
Your CX Isn’t Breaking Randomly - It’s Failing at the Exact Points You Can’t See
CX observability gaps make outages look random. Learn how service path visibility, end-to-end CX monitoring, and service dependency mapping.
Sean Nolan · 5 May 2026
The AI Layoffs Debate is Far From Over: Salesforce and Gartner Challenge Job Loss Narratives
Salesforce hiring and Gartner data show AI reshaping CX roles while increasing demand for human agents in complex interactions.
Francesca Roche · 29 Apr 2026
Why the Network Layer Is Now a CX Problem
AI voice agents are exposing latency gaps that legacy SIP systems can't handle. With the UK PSTN shutdown looming, CX teams must act now
Rhys Fisher · 27 Apr 2026
Can You Prove Observability ROI Across Your CX Stack?
A buyer-ready framework to prove observability business value across the CX stack, linking detection and resolution improvements to ROI.
Sean Nolan · 21 Apr 2026
Avaya's 200-Seat Rule Accelerated the Migration Race. Who's Ahead?
Avaya and Mitel customers are shopping around. Genesys, Cisco, NICE, RingCentral, and 8x8 are competing for the same displaced customer base
Rhys Fisher · 15 Apr 2026
How Often Do Contact Centers Fail and What It Really Costs
Contact center reliability statistics reveal failures are frequent. Learn how downtime impacts revenue using CX infrastructure research.
Sean Nolan · 14 Apr 2026
The FCC Just Made Offshore Call Centers a Boardroom Problem
The FCC's proposed offshore call center rules connect data security, customer experience, and national security in one sweeping proposal.
Rhys Fisher · 9 Apr 2026
Is Your CX Infrastructure Too Complex to Manage Effectively?
CX infrastructure trends can create risk. Learn how AI, observability, and stack sprawl are reshaping service management CX and ITSM trends.
Sean Nolan · 7 Apr 2026
What the Latest Service Management Research & Reports Reveal About CX Reliability
Explore the latest CX infrastructure research on outages, incident management, observability, and what analysts say about CX operations.
Sean Nolan · 30 Mar 2026
How To Prove the ROI of Your Service Management & Observability Platforms
Learn how to prove ITSM ROI and observability business value with baseline metrics, vendor evaluation tests, and executive-ready ROI framing.
Sean Nolan · 30 Mar 2026
How to Improve Contact Center Reliability: The Essential CX Service Management, Observability, and Connectivity Guide
Learn how CX operations teams use service management, observability, and connectivity to keep contact centers reliable.
Sean Nolan · 29 Mar 2026
What Are The Trends Making Enterprises Rethink Service Management For CX In 2026
Explore 5 service management CX trends for 2026, including CX observability, CX infrastructure monitoring, AI automation, and reliability.
Sean Nolan · 29 Mar 2026
Oracle Simphony Cloud Update Targets Fragmented Systems in Hospitality
Oracle updates Simphony Cloud with AI, mobile ordering, and unified tools to improve efficiency and deliver seamless customer experiences.
Francesca Roche · 19 Mar 2026
ServiceNow and Cohesity Partner to Deliver Real-Time Recovery for Enterprise AI Agents
ServiceNow integrates Cohesity data recovery to help enterprises manage and restore AI agent operations safely.
Francesca Roche · 11 Mar 2026
On-Prem vs Cloud Debate Returns as Avaya CEO Criticizes Cloud-First Strategy
Avaya CEO Patrick Dennis challenges the cloud-first CX narrative, predicting a hybrid resurgence across enterprise contact centers.
Francesca Roche · 9 Mar 2026
Oracle's TikTok Outages Expose the Hidden Risk in Your CX Platform
An Oracle cloud outage knocked TikTok offline for 10 hours. What CX leaders should learn about cloud resilience and protecting CX.
Rhys Fisher · 5 Mar 2026
Virgin Media O2’s £2BN Netomnia Deal Takes Aim at BT’s Broadband Lead
Telefónica and Liberty Global plan to acquire altnet for £2BN, expanding network, customer base, and competitiveness against BT Openreach.
Francesca Roche · 3 Feb 2026
ServiceNow Says AI Adoption Is Now the Main Driver of Growth and Demand
ServiceNow says AI adoption is driving customer demand and revenue growth, gaining in its AI Control Tower, products, and acquisitions.
Francesca Roche · 29 Jan 2026